Cover image for A Complaint Is a Gift Workbook

A Complaint Is a Gift Workbook

Author Janelle Barlow , Victoria Holtz
Release Date: 2022/11/01
ISBN: 9781523002993
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Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Dedication
  5. Contents
  6. Preface
  7. Introduction: Complaints and Gifts
  8. Chapter 1: Getting Started
  9. Chapter 2: Understanding Complaints
  10. Chapter 3: Who Complains?
  11. Chapter 4: The Treasure of Complaints as Gifts
  12. Chapter 5: The Gift Formula
  13. Chapter 6: Building Empathy
  14. Chapter 7: Questioning Skills
  15. Chapter 8: Listening Skills
  16. Chapter 9: Beyond Words
  17. Chapter 10: Powerful Phrases That Work
  18. Chapter 11: Difficult Customer Interactions
  19. Chapter 12: Making Stress Work for Me
  20. Chapter 13: Giving and Receiving Personal Feedback
  21. Conclusion: Next Steps
  22. Notes
  23. How Trainers Can Use This Workbook
  24. About the Authors
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