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by Janelle Barlow
A Complaint Is a Gift, 3rd Edition, 3rd Edition
Cover Page
Title Page
Copyright
Dedication
Contents
Preface
Introduction: Complaints—A Pathway to Keep Customers
Chapter One: What Exactly Are Complaints?
Chapter Two: How We Tell Customers Not to Complain
Chapter Three: Five Reasons Why Complaints Are Gifts
Chapter Four: Putting the Gift Formula into Action
Chapter Five: Using the Gift Formula to Its Maximum
Chapter Six: Complaints Passed by Word of Mouth
Chapter Seven: Upset and Aggressive Customers
Chapter Eight: Developing Mental Fortitude
Chapter Nine: The World Has Changed—Internet Complaints
Chapter Ten: Staying Connected to What Is Happening Online
Chapter Eleven: Give a Gift When You Complain
Conclusion: Next Steps from Top to Bottom
Notes
In Memoriam
Index
About the Author
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A Complaint Is a Gift, 3rd Edition, 3rd Edition
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