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 ...

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 ...

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, ...

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 ...

A customer’s case against an insurer may not always be valid. The legal entitlement to payment of a claim or an argument over the validity of a notice of cancellation are two examples of common ...