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by Janelle Barlow, Victoria Holtz
A Complaint Is a Gift Workbook
Cover
Title Page
Copyright
Dedication
Contents
Preface
Introduction: Complaints and Gifts
Chapter 1: Getting Started
Chapter 2: Understanding Complaints
Chapter 3: Who Complains?
Chapter 4: The Treasure of Complaints as Gifts
Chapter 5: The Gift Formula
Chapter 6: Building Empathy
Chapter 7: Questioning Skills
Chapter 8: Listening Skills
Chapter 9: Beyond Words
Chapter 10: Powerful Phrases That Work
Chapter 11: Difficult Customer Interactions
Chapter 12: Making Stress Work for Me
Chapter 13: Giving and Receiving Personal Feedback
Conclusion: Next Steps
Notes
How Trainers Can Use This Workbook
About the Authors
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