Consumers whose complaints are handled well by a company become loyal customers and spread positive word-of-mouth. Yet too many companies fail at complaint handling and then fail again in responding ...

When it comes to charging delivery fees, Fred Durham, founder of Café Press, online seller of everything from ironic T-shirts to calendars, is unrepentant. Want that $22 Family Guy T-shirt? Get ready ...

Unhappy customers can be a dangerous situation for any company because these customers often share their complaints with other people. If a customer lodges a complaint against an employee, manage it ...

We’ve asked industry leaders how they prevent angry customers, handle customer complaints, and turn angry customers into something positive for the business. Nobody likes dealing with angry customers, ...

Companies use customer representatives to answer customers' questions, handle technical problems and collect payments.The representatives usually take questions or discuss issues by phone or in person ...

The customer may always right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked in customer service can tell you, customers can be downright unruly. Still, if you ...

According to a recent survey, 78 percent of customer service professionals are tracking at least one performance metric at work. But are they tracking the right metrics? The reality is that contact ...

How important is treating your customer right? According to a pair of recently released studies, it might mean the difference between a sale and a walk-away. AutoTrader.com says in its analysis ...