1. A  robust definition of complaints?

- Work the activities in Chapter 2.

2. How to deal with four types of complainers?

- Read Chapter 3 and look at the Activities in Understanding the Types of Complainers.

3. Why feedback and Complaints are gifts and why they are the least expensive marketing tool?

- See Activity 23 in Chapter 4, The Treasure of Complaints as Gifts.

4. How to handle complaints I the most effective proven way, using the three-step Gift Formula?

- Read Chapter 5 with its Fourteen Activities.

5. How to be empathic—even when it's hard—recognizing and dealing with the six most critical emotions that show up when handling complaints?

- Turn to Chapter 6: Building Empathy.

6. How to ask powerful questions that won't offend customers and still get the most information you need when handling complaints?

- Study Chapter 7:  Questioning Skills.

7. How to listen actively and empathically when handling complaints?

- Check out Chapter 8:  Listening Skills.

8. How to read body language cues when customers complain?

- Look at Chapter 9:  Beyond Words.

9. How to use twenty powerful complaint-handling phrases that work?

- Be wowed by Chapter 20:  Powerful Phrases That Work.

10. How to use tools to put useful guidelines into practice to deal with difficult and aggressive customers?

- You'll find answers in Chapter 11: Difficult Customer Interactions.

11. How to make stress work for you instead of getting burned out?

- Go to Chapter 12:  Making Stress Work for you.

12. How to give and receive feedback to maintain your personal relationships?

- Turn to Chapter 13:  Giving and Receiving Personal Feedback.

13. Have you thought about why is’t not a good idea to let complaints remain hidden?

- Then you’ll like Chapter Six.

14. Have you ever thought about how the Venn Diagram might apply to getting along with people you strongly disagree with?

- Check out way back in Chapter Eleven.

15. Do you give gifts when you complain?

- Read the final chapter. It may be a gift for you!