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When Service Means Survival

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Customer Service Issues

BusinessWeek's Diane Brady and Jena McGregor discuss the role of customer service during the recession in connection with our annual Customer Service Champs report

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In Depth

Customer Service in a Shrinking Economy

How companies are struggling to maintain customer service amid sinking sales and declining employee morale

How Amazon Aims to Keep You Clicking

Maintaining good customer "experience" is key, even when it's an outside merchant making the sale

US Airways: After the 'Miracle on the Hudson'

The airline's care of Flight 1549's passengers may become a model for crisis management

The Zappos CEO and UPS Step In

A Road Warrior's Story: Four Stars for the Four Seasons

Safeguarding Service

Times are unquestionably tough. But cutting too deeply may only make things worse. Here are four ideas for keeping costs down and customer service solid

Readers Weigh in on Customer Service

Survey-takers feel driven to the edge by that No. 1 annoyance, hold purgatory, and they name names from their best and worst experiences

How to Play It: Customer Service

Featured Special Report

The CEO Guide to Outsourcing in a Recession

Outsourcing Gets Crimped by Recession

Discretionary IT projects are getting the ax as companies review costs, hurting sales and growth for outsourcing providers

Mexico Outsourcing: Violence Worries Rise

Can Obama Keep IT Jobs in the U.S.?

Blog: Technology at Work

More Special Reports…