When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Air Canada's argument that its AI-powered customer chatbot was solely liable for its own actions didn't hold up in civil court (thank goodness), and now the airline must refund a customer who was ...

Recently I received an email saying that the flight departure time for an upcoming family vacation had changed from 6:30 a.m. to 6 a.m. My wife and children — who already thought the 6:30 departure ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

Customer service is best described as the never-ending pursuit of excellence to keep customers so satisfied that they tell others of the way they were treated in your place of business. Is that the ...

Target has implemented a new customer service initiative, called the “10-4” program, that requires employees to acknowledge customers who come within 10 feet of them. Under the new policy, Target ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

Opinions expressed by Entrepreneur contributors are their own. As a customer service consultant and trainer, I’m the guy business owners ask to turn their company into “The Ritz-Carlton of Industry X” ...