It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

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 ...

AUTOMATED VOICE #2: For all other inquiries, say customer service or press five. SHAPIRO: Customer service. AUTOMATED VOICE #2: Sorry, I didn't hear you. Please ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

One woman's advice on how to deal with customer service advisers has sparked controversy. Having to call customer helpline desks is never a pleasurable experience, whether it be endless call music or ...

I've been fighting with my health insurance company a lot lately. The mundane billing disputes are exactly the type of situation that, theoretically, AI should make easier. That, however, is not ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...