How to Keep Your Cool in Angry Times’ – By Sue Shellenbarger

Customer Service Leaves Many Customers in a ‘Rage’ – By Raymund Flandez

Survey Finds 61% Say They Receive Banned Calls – By Reed Albergotti

Cases of ‘Customer Rage’ Mount As Bad Service Prompts Venting – By Jane Spencer

What Customers Say And How They Say It – Call Centers Using ‘Emotion Detection’ – By Annys Shin

‘Service’ That’s Anything But – A Company’s Ineptitude Can Send Loyal Customers Packing – By Don Oldenburg

Customer Wishes By The Dozen – By Don Oldenburg

The Ultimate ‘May I Speak to Your Supervisor?’ – By Don Oldenburg

In 1 Year, Do-Not-Call List Passes 62 Million – By Caroline E. Mayer

Customer Runaround Demands a Revolt – By Howard Kurtz

The Disconnect Over Fixing Phone Bills – By Don Oldenburg

Customer Disservice – These Days, Consumers May as Well Keep Their Complaint To Themselves – By Caroline E. Mayer

Tired of Phone Menus? Press 1. – By Don Oldenburg

Seller Beware: Customers Are Mad as Hell – By Don Oldenburg

Customer Service: The Hunt For A Human – By Katie Hafner

A Time And Place For Grousing – By Eleanor Randolph

Spanish Speakers Cite Service Communication Gap – By Del Jones

Road rage flares in shopping-cart aisles – By Gladys Edmunds

Whatever happened to customer service? – By Bruce Horovitz

Customer Backlash Against Bad Service – By Jena McGregor

Consumer Vigilantes – By Jena McGregor

Customer Service Becoming A Myth? – By Brian Dakss

Phone Rage – By David A. Andelman

Are consumers too whiny?

Putting Customers First – By Jena McGregor

Our customer-service curmudgeon suffers for all of us but NOT in silence – By Chuck Salter

10 Things Customer-Service Reps Won’t Say – By Jen Wieczber, SmartMoney. (Download PDF)

Fighting Back – and Winning – By Scott M. Broetzmann, Wall Street Journal

The C-Suite – By Scott M. Broetzmann, Modern DC Business Magazine

A Little Respect: American Consumers Are Really Mad But They’re Not Asking for Much – By Marc Grainer, W.P. Carey School of Business at Arizona State University

The Secret Sauce of Customer Care – By Scott M. Broetzmann, Modern DC Business Magazine

Customer Loyalty Surveys – By Scott M. Broetzmann, Modern DC Business Magazine

Your Call Is (Not That) Important to Us – By Emily Yellin, US Airways Magazine

Two Months After J.D. Power Honor, Regulators Stepped
In At WellCare! – By Richard Mullins, The Tampa Tribune

Customer service with a snarl – By Marija Potkonjak, East Valley/ Scottsdale Tribune

Wield your buying power responsibly – Consuming Interests Baltimore Sun

It’s about satisfying the customer, Stupid – By Alf Young, The Herald

Do Not Call hits telemarketers – By William Glanz, The Washington Times

Do Not Call can mean do not hire – By Allan Drury

What Customers Want: Good Service – By Monica Humbard

Dialing While Raging – By Toby Gooley

How To Complain – By Lisa Miller Fields

Fending Off Consumer Rage – Michael Sisk, US Banker

Customer Service Isn’t Just A Slogan – By Carla Branch, Alexandria Post Gazette

Why we must strive for excellence in order to survive and prosper – By Steve Hurst, Customer Management Magazine

Customers’ Anger Grows Over Poor Service – By Sara Hansen, De Moines Register