Tag: Customer Relations

Fury as British Airways Cancels Scores of Flights, Some by Mistake

LONDON — When British Airways told scores of customers on Friday that their flights in September had been canceled because of a planned strike by pilots, then hours later told many that never mind, there had been an “error,” travelers’ fury poured out. The airline received 38,000 calls in the first 24 hours, and the […]

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Wells Fargo Closed Their Accounts, but the Fees Continued to Mount

Xavier Einaudi did not want to wait for Wells Fargo to send him a check. The bank informed Mr. Einaudi that it was closing all 13 of the checking accounts it provided his roofing company, CRV Construction, for a reason it called “confidential.” The letter said the accounts would be closed on June 27, and […]

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A.I. May Not Take Your Job, but It Could Become Your Boss

When Conor Sprouls, a customer service representative in the call center of the insurance giant MetLife talks to a customer over the phone, he keeps one eye on the bottom-right corner of his screen. There, in a little blue box, A.I. tells him how he’s doing. Talking too fast? The program flashes an icon of […]

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Shut Out by Shoe Giants, ‘Mom and Pop’ Stores Feel Pinched

BELFAST, Me. — Colburn Shoe Store, established in 1832, advertises itself as the oldest shoe store in the country. It has occupied the same small storefront on Belfast’s Main Street since 1905. It’s a place where the owner, Colby Horne, and his father, Brian, remember the brand and size their customers like, and those of […]

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Rise in Unruly Behavior on Planes Is Tied to Stress of Flying

Flying has increasingly become a world of the haves and have-nots, starting with purchasing a ticket and continuing as passengers are sorted by status to board. Once on the plane, passengers can see where they fit in the hierarchy, with the seats getting smaller and thinner and legroom tighter with each passing row. Then, there’s […]

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