INDEX
| A | Clark, Maxine, 3, 13 |
| altruism, 144 | CNET, 24 |
| Apter, Terri, 137-38 | communication |
| Armstrong, Thomas, 120 | email tips, 72-73 |
| assertive language, use of, 131-33 | telephone conversations, 70-71 |
| Complaint Is a Gift: Recovering | |
| B | Customer Loyalty When Things |
| Balanced Scorecard, 149 | Go Wrong, A (Barlow and |
| Barlow, Jane, 83 | Moller), 83 |
| Bear Necessities of Business: | complaints, listen to, 83 |
Building a Company with Heart, |
“Complaints” (Kamin), 84 |
The (Clark and Joyner), 3 |
conflicts. See mistakes; problems |
| behaviors that push buttons, 124 | creativity, role of, 6-7 |
| Berry, Leonard, 20 | customer differences, |
| Best Friends (Apter and Josselson), | understanding. See personality |
137-38 |
customer relationships |
| Blackshaw, ... |
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