Asking to speak to the manager isn't going to get the results you want. In this episode, negotiation consultant Craig dos Santos gives tips on how to make a customer service representative your ...

A 47-year-old customer-service representative for Southwest Airlines says it's been a challenge. They've worked there since 2008 and the airline pays them $30 an hour. They said they've dealt with ...

Use the representative's name and just be patient. Another easy way to get someone on your side during a customer service interaction - ask them for advice. What would you do in my situation?

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was ...

Customer service representative ranked third. It accounted for 2.3 million jobs in 2008, but experts expect that number to grow almost 20% by 2018.

What does a customer service representative have access to? All representatives use "Banner," a billing and accounting software that researches customer account information.

Unloading on an anonymous customer service representative who is obligated to listen has a certain appeal. And it’s free.

In the world of customer service, innovation isn't limited to technology— it's also reshaping how businesses pay for the tools they use.