July 18, 2016
Q: I have tried in vain to get a refund from American Airlines. On a recent flight back to Bermuda, we experienced hours of delays caused by weather. Finally, our flight was canceled, and chaos ensued. The line to see an agent was two to three hours long, and I was carrying a sleeping child. Agents were yelling, "Call American Airlines!" I had an international cellphone, but called and was told there was a wait time of two hours. Then the agents were yelling at the crowd to use AA.com to rebook their flights.
June 11, 2016 |
Responding to years of complaints over customer service and billing practices by cable and satellite-TV companies, the U.S. Senate Permanent Subcommittee is poised to release its findings from a year-long probe into the industry, Sen. Claire McCaskill (D., Mo.) and Sen. Rob Portman (R., Ohio) announced on Thursday. The subcommittee - which also has investigated human trafficking and a U.S.-funded counternarcotics program in Afghanistan - subpoenaed documents from pay-TV companies and solicited comments on customer experiences.
June 2, 2016 |
Comcast - whose customer service ratings tanked during its failed $45 billion deal for Time Warner Cable - has made substantial improvements in customer satisfaction, according to the American Customer Satisfaction Index to be released Wednesday. The Philadelphia company's 2016 score jumped about 15 percent in the pay-TV category to 62 from 54 a year ago, and about 5 percent in high-speed internet to 59 from 56. The index is a 100-point scale and based on consumer responses to questions on price, reliability, and service quality.
February 25, 2016
Police are hunting for the hothead who chucked a ceramic mug and other countertop items at a Dunkin' Donuts employee in a freakout over customer service. The incident happened at 6:50 a.m. Feb. 12 at the Dunkin' Donuts at 1551 Washington Ave. in Southwest Center City. A woman placed an order, but grew furious within seconds, shouting and gesturing at the worker behind the counter, according to surveillance video. She knocked things down on the counter and then hurled the ceramic mug, which is used for tips, a display box and other items at the manager, the video shows.
December 3, 2015 |
A CITY COUNCIL committee had breaking news for Comcast yesterday: The company has to agree to pay employees higher wages and expand customer service in exchange for Council to renew its 15-year franchise agreement. Specifically, the committee asked Comcast to agree to expand access to its Internet Essentials service for low-income families, to increase technical education opportunities for school district students, and to pay employees - including those who work for contractors and subcontractors - at least $15 an hour.
October 31, 2015 |
ATLANTIC CITY - Former casino workers in this economically battered city will be among the first batch of workers to staff the new Atlantic City Contact Center. Apparently, dealing with a gambling clientele that may or may not have won money is good training for telemarketing, where workers will be dealing with people who may or may not want their product. And perhaps there was no better experience for those tough calls than at Revel, said Deborah Shurig, 57, who worked at the defunct casino in customer service and sales.
October 9, 2015 |
Two guys in Oakland, Calif., one 24 and the other 26 years old, are offering a $5 service for people to cancel their Comcast cable-TV subscription. Whether the service will work, who knows because it's too early to tell. This much is clear: They are a national sensation since launching last week, featured in stories on Yahoo, CNNMoney, Reddit, and Kai Ryssdal's Marketplace radio show. Within hours of going live online on Friday, the company's website, airpaperinc.com, had 500 to 600 people looking at it simultaneously.
August 21, 2015 |
SEPTA general manager Joseph M. Casey will step down on Sept. 30, after seven years in the position and 34 years with SEPTA. The leading candidate to replace Casey, an accountant, is deputy general manager Jeffrey D. Knueppel, a professional engineer in charge of rebuilding much of SEPTA's infrastructure. SEPTA's board of directors is expected to name Casey's replacement next month. Casey's tenure was marked by increasing ridership, improved state funding, new trains and buses, and national recognition: In 2012, SEPTA was named the best large transit system in North America by the American Public Transportation Association, and this year, SEPTA placed 33d in Forbes magazine's list of the nation's 500 best employers.
August 17, 2015 |
The conference calls begin at 9 a.m. sharp each Monday on the 22d floor of the Comcast Center. There was Charlie Herrin, the head of customer experience in jeans and a blazer, at the table leading the call of about 30 executives and managers, seeking to ease customers' frustrations. This was the new base for a reimagined Comcast, one in which its millions of subscribers are happy and the company anticipates problems before they go viral. First up last Monday was a discussion of Comcast bills.
June 15, 2015 |
Everyone knows the chef's name. After all, this story began at a ristorante called Vetri. But behind every Marc Vetri success, and the company's growing roster of Italian concepts, the chef's longtime business partner and dining room alter ego, Jeff Benjamin, has been there every step of the way. He's Mr. Logistic to the Pasta Maestro, making sure the inspired plates are delivered with hospitality and grace. Multiple nods from the James Beard Foundation as one of America's best service teams attest to that achievement.