1 Table of Contents: “...A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing...”

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3 Table of Contents: “.... The treasure of complaints as gifts -- ch. 5. The gift formula -- ch. 6. Building empathy -- ch. 7. Questioning...”

4 Table of Contents: “... emotions -- The gift of empathy. Assessing your organization's empathy -- pt. IV. Viewing complaints...”

5 “...The author of the bestselling "A Complaint Is a Gift" explores building band equity through...”