This second edition features two brand-new chapters on receiving and responding to complaints on the Internet; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the book has been heavily revised, with a wealth of new examples, tools, and strategies.
©2008 Janelle Barlow and Claus Møller; (P)2009 BBC Audio
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