for racking up 100 BBB complaints since 2006 — a seemingly small number given the thousands of people who stop every day at the supersized convenience store and gas station chain’s locations.
David Beasley, vice president and chief operating officer of the BBB in Dallas, says what differentiates the Better Business Bureau is its core services. It’s a human first, technology second company whose dispute resolution services are conducted by actual people who verify whether the company treated the consumer fairly, Beasley said.
Complaint associate Johnnie Austin conducted a training session with new employee Ronald Smith at the Better Business Bureau offices of Dallas and Northeast Texas in downtown Dallas. That’s when Dave Carroll, a Canadian musician, opened the case holding his Taylor guitar to find it completely demolished after an airline flight.
Now younger consumers generally look to Twitter, Instagram or even TikTok when they want to complain in real time, Srinivasan said. She said companies monitor social media through various ways and try to keep up with answering consumers’ gripes.
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