Witnessing uncivil behavior

Suppose you're at a nice restaurant celebrating your anniversary. When a customer at a nearby table complains that it's taking too long to get his meal, you and your spouse overhear the server's brusque response. Would the ...

Why is customer service so bad? Because it's profitable

It's a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order. Yet, when you call customer service to voice a complaint, you're faced with an automated voice ...

Teaching chatbots regular human language

Customer service chatbots are ready to help you night and day. But communication with a bot can be cumbersome sometimes. Christine Liebrecht, Associate Professor of Language, Business Communication, and Digital Media, thinks ...

Tesla posts higher earnings but still falls short

Electric carmaker Tesla posted another quarter of higher earnings on Wednesday but fell short of expectations after announcing another round of job cuts earlier in the month.

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