When I wrote last month about a Quakertown man who struggled for more than a year to fix a problem with his mail delivery, I never got an answer about why the problem hadn’t been resolved sooner. But ...

A customer complaint is a good opportunity to get an accurate snapshot of customer perception, and it tells a lot about a small business's performance. "Entrepreneur" magazine's website says that it ...

Customer complaints aren't typically pleasant to deal with, so you might wonder why you would want to hold onto print or electronic copies of them. Keeping complaint records provides a number of ...

HOW DO YOU HANDLE customer complaints? Most contractors think they do a good job of resolving them. But when asked, "How do you know?" most owners/ CEOs respond, "I don't!" Research shows that if ...

Service and support organizations invariably receive complaints from customers. You would expect that most organizations would have programs in place to manage complaints. While this seems logical, it ...

Forbes contributors publish independent expert analyses and insights. I cover retail, customer service and all things to do with small biz. This article is more than 10 years old. No one likes dealing ...

WASHINGTON – The MSRB released its guide to help dealers and municipal advisors adjust to the new complaint process requirements for their clients before the changes become effective on Oct. 13.

My own recent experience with Home Depot is a perfect case in point. I won’t bore you with the details, but suffice it to say it took more than 10 hours in total on hold and two weeks of calls and ...