February 16, 2007 |
Questions about the airline industry's ability to be its own customer watchdog have been raised anew after hundreds of passengers were kept for hours aboard JetBlue Airways' and other airliners' planes grounded at John F. Kennedy International Airport in New York by this week's storm. The airline industry, Congress and representatives of consumer groups have been arguing about the matter since 1999, when Northwest Airlines jets were grounded at Detroit Metro Airport for about nine hours.
January 12, 1990 |
Computerized catalogues and multiline cordless telephones are two new products designed to help small businesses improve customer service in the 1990s. Xentek, a Vista, Calif.-based power supply maker recently launched its catalogue-on-a-disk as a way to encourage computer designers and engineers to include Xentek power supplies in their new computers and accessories.
November 7, 1994 |
Kenny Klingele has not yet seen the movie "Clerks," but he insists that he is nothing like its character Randall, the twentysomething slacker who works in a video store, never arrives on time and, when he is there, refuses to help the customers. "Everything runs pretty efficiently around here," said Klingele, one of the managers in the video department at The Wherehouse on 17th Street in Costa Mesa. Making customers happy, he added, is extremely important because it keeps them coming back.
October 13, 1989 |
Suddenly everybody wants to pay us for our inconvenience. The pizza place offers a discount if your food is not delivered in 30 minutes. The restaurant provides free desserts if entrees don't come in 10 minutes. The bank gives out $5 bills if customers wait more than five minutes in line. Not everyone wants gifts and rebates. Many want shorter lines and better service, routinely, and they watch the promotions warily.
December 24, 1997 |
AT&T Corp. agreed to sell its customer services unit to Cincinnati Bell Inc. for $650 million as part of a continuing effort to slim down and focus on its telecommunications business. AT&T said in October that it planned to sell its Solutions Customer Care business. As part of the deal, Cincinnati Bell's Matrixx Marketing Inc. unit would handle customer inquiries and employee services for AT&T Solutions for eight years.
February 24, 1998 |
The Internal Revenue Service is facing difficulty in improving its customer service even with a new performance measure system, a General Accounting Office report concluded. While the IRS defined successful customer service as "an accurate response to a call or resolution of a case," the agency is unable to measure how long it takes to resolve an issue or how courteous and professional IRS agents are in dealing with taxpayers, the report said.
July 14, 1995 |
Unisource Corp. announced it will expand its customer service operations next month and move them from Long Beach to Huntington Beach, creating more than 100 new jobs for Orange County. The wholesale paper distributor cited Huntington Beach's reputation as a safe city and the high number of professionals living in the area.
December 7, 2000 |
Imagine standing in a store, hunting for a clerk, and all of a sudden one bounds in front of you with this: "Robert has arrived to help you!" That's the greeting at Nordstrom.com from Robert, a customer-service staffer who answers questions in real time through text messaging over the Internet. Many other e-tail sites have their own Roberts ready to help you through the online shopping experience. The most cutting-edge e-tailers, such as Jcrew.
CALIFORNIA | LOCAL
September 3, 1995 |
A memory flickers: I am a child, a tyke of age 3 or 4, and my mother has taken me out shopping. We are in a huge place with a long staircase, black and silver, and the stairs move, as if by magic. Holding hands, we take an exciting step and soar upward. It's like something at Disneyland, and as we near the top I am mesmerized watching the steps recede and disappear. Mom's voice: "You have to step off." Last week, I returned to Montgomery Ward.