CHAPTER 32
Silence Is Not a Virtue
How to Complain Without Carping
You work hard to prepare a presentation for a key client, but the marketing department is late in providing you with key data you need to complete the report.
Your team is responsible for an important year-end analysis of the company’s new product line, and everyone is pulling together and working hard to get the assignment done—except for one team member, who has apparently got more important things to do.
You check out at your hotel only to discover the next day that the front desk clerk charged you twice for your minibar purchases.
All too often, we must tolerate poor service and lackluster performance. Others make mistakes, and we’re the ones who feel the pain. These events ...
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