Several weeks ago, my friend Bill Keenan, Editor at The Customer Communicator interviewed me on handling complaints– something we all deal with.
Margaret DeWitt, who runs the whole Customer Service Group, was so kind in providing a link to this article ( see below) so you can click, download and read.
I highly recommend going to their website also:
Truly a WONDERFUL source of great information and suggestions for all business professionals to apply. Excellent material and written in an easily adapted fashion.