{"product_id":"9781870471916","title":"The Handling Complaints Pocketbook","description":"Looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional.\u003cbr\u003eThe author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behavior, plus ways to turn complaints into compliments and create loyal customer.  ","brand":"Management Pocketbooks","offers":[{"title":"Default Title","offer_id":47048164278512,"sku":"9781870471916","price":10.61,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781870471916_p0.jpg?v=1763602245","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781870471916","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}