2006

• Government Inc. – Federal Computer Week – December 4, 2006
  >> Adobe PDF (770 KB)
  
  
  
• ‘Emotion Dictators’ Help Guide Customer Service – The Washington Post – November 3, 2006
  >> Adobe PDF (20 KB)
  
  
  
• What Customers Say and How They Say It – The Washington Post – October 18, 2006
  >> Adobe PDF (293 KB)
  
  
  
• Wield Your Buying Power Responsibly – The Baltimore Sun – October 10, 2006
  >> Adobe PDF (22 KB)
  
  
  
• The Agonies of Louis Black – Fast Company – September, 2006
  >> Adobe PDF (337 KB)
  
  
  
• Customer Service With a Snarl – East Valley Scottsdale Tribune – August 14, 2006
  >> Adobe PDF (83 KB)
  
  
  
• Customers Defect When the Silos Don’t Connect – Destination CRM – August 1, 2006
  >> Adobe PDF (43 KB)
  
  

• Controlled Chaos – The Arizona Republic – July 16, 2006
  >> Adobe PDF (578 KB)
  
  
  
• Survey Skills: What to Consider When Choosing a Provider for Online Products, Services
  – BtoB Magazine – May 8, 2006
  >> Adobe PDF (285 KB)
  
  
• Five Tips for Reliable Online Survey Results – BtoB Magazine – May 8, 2006
  >> Adobe PDF (19 KB)
  
  
  
• What Customers Want: Good Service – Super Floral Retailing – April, 2006
  >> Adobe PDF (1.97 MB)
  
  
  
• Do Not Call Could Mean Do Not Hire – The Journal News – March 26, 2006
  >> Adobe PDF (458 KB)

• It’s About Satisfying the Customer, Stupid – The Herald – February 7, 2006
  >> Adobe PDF (110 KB)
  
  
• Escape the Phone Labyrinth, Talk to a Person – Des Moines Register – January 30, 2006
  >> Adobe PDF (27 KB)
  
  
• Customer Contact: How Much is Too Much – Microsoft MCP.com – January 26, 2006
  >> Adobe PDF (67 KB)
  
  
• Customer Wishes by the Dozen – The Washington Post – January 1, 2006
  >> Adobe PDF (290 KB)

2005

• Customer Service Becoming a Myth? – CBS News – December 27, 2005
  >> Adobe PDF (20 KB)
  
  
• Customer Rage: It’s Not Always About the Money – W.P. Carey/ASU – November 28, 2005
  >> Adobe PDF (40 KB)
  
  
• Cut Down the Phone Tree – Kiplinger – November 28, 2005
  >> Adobe PDF (22 KB)
  
  
• Companies Reaching Out to the Operator – Newsday – November 28, 2005
  >> Adobe PDF (113 KB)
  
  
• Road Rage Flares in Shopping Cart Aisles – USA Today – November 14, 2005
  >> Adobe PDF (138 KB)
  
  
• Shopping Rage on the Rise – The Motley Fool – November 3, 2005
  >> Adobe PDF (146 KB)
  
  
• Service that is Anything But – The Washington Post –October 30, 2005
  >> Adobe PDF (618 KB)
  
  
• Top 10 Ways to Fail at Customer Service – Microsoft Insights – July 25, 2005
  >> Adobe PDF (45 KB)
  
  
• All the Rage – Entrepreneur – April 4, 2005
  >> Adobe PDF (15 KB)
  
  
  
• UNACCEPTABLE! – Daily Breeze – March 27, 2005
  >> Adobe PDF (22 KB)
  
  
• How to Complain – Reader’s Digest – February, 2005
  >> Adobe PDF (64 KB)
  
  
• Dialing While Raging – 1 to 1 Magazine – January/February, 2005
  >> Adobe PDF (73 KB)

• The Ultimate 'May I Speak to Your Supervisor?' – The Washington Post – January 11, 2005
  >> Adobe PDF (18 KB)
  
  
• Fending Off Consumer Rage – US Banker – January, 2005
  >> Adobe PDF (116 KB)
  

2004

• Press !#!*@!#*! For Customer Service – Biz New Orleans – December 1, 2004
  >> Adobe PDF (28 KB)
  
  
• Customer Service Leaves Many Consumers in a ‘Rage’ – The Wall Street Journal –November 4, 2004
  >> Adobe PDF (88 KB)
  
  
• Putting Customers First – Fast Company – October, 2004
  >> Adobe PDF (672 KB)
  
  
• The Disconnect Over Fixing Phone Bills – The Washington Post – July 13, 2004
  >> Adobe PDF (29 KB)
  
  
• Customer Runaround Demands a Revolt – The Washington Post – July 10, 2004
  >> Adobe PDF (25 KB)
  
  
• In 1 Year, Do-Not-Call List Passes 62 Million – The Washington Post – June 24, 2004
  >> Adobe PDF (33 KB)
  
  
• National Do Not Call Registry Celebrates One-Year Anniversary – Office of Public Affairs, Federal Trade Commission – June 24, 2004
  >> Adobe PDF (26 KB)
  
  
• Do Not Call Hits Telemarketers – The Washington Times – June 15, 2004
  >> Adobe PDF (14 KB)
  
  
• Survey Finds 61% Say They Receive Banned Calls – The Wall Street Journal – June 3, 2004
  >> Adobe PDF (134 KB)
  
  
• UK Customer Care Still Ineffective and Costing Business Millions – Customer Management
  – May/June 2004
  >> Adobe PDF (1544 KB)
  
  
• Customer Disservice These Days, Consumers May as Well Keep Their Complaint To Themselves
  – The Washington Post – March 28, 2004
  >> Adobe PDF (74 KB)
  
  
• Tired Of Phone Menus? Press 1 – The Washington Post – February 24, 2004
  >> Adobe PDF (35 KB)
  
  
• Whatever Happened To Customer Service? – USA Today – January 19, 2004
  >> Adobe PDF (36 KB)
  
  
• Foreign Nurses Decry Hurdles To Jobs In The U.S. – Philadelphia Inquirer – January 11, 2004
  >> Adobe PDF (34 KB)
  

2003

• Seller Beware: Customers Are Mad As Hell – The Washington Post, as reprinted in the Minneapolis Star Tribune – October 13, 2003
  >> Adobe PDF (26 KB)
  
  
• Customers' Anger Grows Over Poor Service – Des Moines Register – October 10, 2003
  >> Adobe PDF (29 KB)
  
  
• Cases Of ‘Customer Rage’ Mount As Bad Service Prompts Venting – The Wall Street Journal – September 17, 2003
  >> Adobe PDF (56 KB)
  
  
• Customer Service Isn't Just a Slogan – Alexandria Post Gazette – September, 2003
  >> Adobe PDF (56 KB)
  
  
  
  

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