Notes

Chapter 4

1. Astrid Pocklington, “Customer Complaints: Are They a Curse or a Blessing?” Forbes, September 3, 2020, https://www.forbes.com/sites/forbescommunicationscouncil/2020/09/03/customer-complaints-are-they-a-curse-or-a-blessing/?sh=7348363d6ea3.

2. Mary Jo Bitner, Bernard H. Booms, and Mary Stanfield Tetreault, “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing 54, no. 1 (January 1990): 71–84.

Chapter 5

1. Dialog Direct and Customer Care Measurement and Consulting, The Customer Rage Study: An Independent Study of Customer Complaint-Handling Experiences (Highland Park, MI: Dialog Direct, 2016), 14.

2. Carol Hymowitz, “Everyone Likes to Laud Serving the Customer; Doing It Is the Problem,” Wall Street Journal, February 27, 2006, https://www.wsj.com/articles/SB114099856509483777.

3. Peter C. Hill, Julie Juola Exline, and Adam B. Cohen, “The Social Psychology of Justice and Forgiveness in Civil and Organizational Settings,” in Handbook of Forgiveness, ed. Everett L. Worthington Jr. (New York: Taylor and Francis, 2005), 477–490.

4. Norma Gutierrez, as quoted in Charlotte Klopp and John Sterlicchi, “Customer Satisfaction Just Catching On in Europe, Marketing News 24, no. 11 (May 28, 1990): 5.

5. Roland Zahn et al., “The Neural Basis of Human Social Values: Evidence from Functional MRI,” Cerebral Cortex 19, no. 2 (February 2009): 276–283, https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2733324/.

Chapter 6

1. Carl Rogers, “Empathic: An Unappreciated Way of Being,” Counseling Psychologist 5, no. 2 (June 1975): 2–10.

2. “Smiles from 300 Feet Away,” Blue Wave Orthodontics, September 30, 2014, https://bluewaveortho.com/Blog/smiles-from-300-feet-away/; and Maria Guarnea et al., “Facial Expressions and Ability to Recognize Emotions from Eyes or Mouth in Children,” European Journal of Psychology 11, no. 2 (May 2015): 183–196.

3. Paul Ekman, E. Richard Sorenson, and Wallace V. Friesen, “Pan-cultural Elements in the Facial Displays of Emotion,” Science (April 4, 1969): 86–88. Also see Paul Ekman, “Universal Emotions,” Paul Ekman Group, https://www.paulekman.com/universal-emotions/.

Chapter 8

1. “3 Levels of Listening, When to Think, When to Focus, When to Step Back,” The People Piece, n.d., https://www.peoplepiece.com/our-insights/levels-of-listening.

2. Jeffrey R. Young, “A Popular Study Found That Taking Notes by Hand Is Better Than by Laptop. But Is It?” EdSurge Podcast, April 27, 2021, https://www.edsurge.com/news/2021-04-27-a-popular-study-found-that-taking-notes-by-hand-is-better-than-by-laptop-but-is-it.

Chapter 11

1. See “Free Resources,” Crisis and Trauma Resource Institute, https://ca.ctrinstitute.com/resources/.

Chapter 12

1. See Christine Webb, “How a Raisin Can Help You with Mindfulness,” Netdoctor, September 30, 2016, https://www.netdoctor.co.uk/healthy-living/wellbeing/news/a27040/easy-raisin-mindfulness-exercise/.