When a Customer Complains: Defines a complaint and how to know when something a Customer says is actually a complaint and not something else.
Complaints Are an Opportunity: Reveals some statistics about the behavior of complaining Customers and introduces a process for responding to them.
The Complaint-Handling Process: Walks through a branching scenario to explore the complaint handling process.
Complaint-Handling Skills: Discusses the soft skills necessary to be able to handle complaints effectively