A well-timed joke can defuse a frustrated caller, humanize a transaction and leave a lasting positive impression, but only when it's done right, experts say. Consumers want brands to be funny, but ...

Add Yahoo as a preferred source to see more of our stories on Google. When people need to get in touch with a company’s customer service department, they often turn to Twitter. So it’s only natural ...

This being a rather insane season to travel, it seems appropriate to bring up the most sanity-restoring of all airport signs. Not that this is a race with much competition: The easy winner is MKE’s ...

DEAR MISS MANNERS: I have worked retail and customer service jobs for about 20 years. Whenever an item is not scanning, out comes the old joke that if it doesn’t scan, it’s free. I just looked at a ...