McDonald’s faces rising complaints about unfriendly and slow service. So the burger reportedly plans to get employees to step on the accelerator and turn up the charm.

A new report says airlines scored their second best performance rankings in 23 years. Find out how that happened when airline mergers were supposed to make customer service worse.

Probably not, say lawyers, unless you've suffered physical injury. As a gesture of goodwill, Carnival is offerering a full refund, a voucher for a future trip, and $500.

Bank of America had the worst score for customer satisfaction compared with its national rivals. As a group, they all lagged behind credit unions and regional banks.

A training manual for Apple's "Genius Bar" obtained by Gizmodo reveals a real-world orientation: customer service.

Companies that offer higher wages for employees and more money for training turn out to be more profitable.

Commentator Frances Frei says automation needs to improve the customer experience, not frustrate it.