Get better customer service by choosing your words wisely
The next time you make a complaint to your cellphone or cable company, don’t get personal.
When perks don’t work: Unearned upgrades embarrassing for consumers
New research from UBC’s Sauder School of Business reveals that giving a free bump in service can backfire if the perk is given randomly in front of others.
Global companies beware: Rude customer treatment depends on culture
A new UBC study reveals that North American service workers are more likely to sabotage rude customers, while Chinese react by disengaging from customer service altogether.