Do you want to know…

  1. What exactly are complaints?

    – Go to chapter 2

  2. How to deal with the 4 types of complainers?

    – Go to chapter 3

  3. Why feedback and complaints are gifts and why they are the least expensive marketing tool?

    – Go to chapter 4

  4. How to handle complaints in the most effective, proven way, using janelle´s three-step gift formula?

    – Go to chapter 5

  5. How to be empathic -even when it’s hard-, recognizing and dealing with the 6 most impactful emotions in complaints?

    – Go to chapter 6

  6. How to ask powerful questions to get the most information?

    – Go to chapter 7

  7. How to listen actively and empathically, going beyond words?

    – Go to chapter 8

  8. How to read the clients body language cues accurately when they complain?

    – Go to chapter 9

  9. How to use 20 powerful complaint-handling phrases that work, based on neuroscience?

    – Go to chapter 10

  10. How to put into practice useful guidelines to deal with difficult and aggressive customers?

    – Go to chapter 11

  11. How to use tools to make stress work for you and your team, instead of getting burned out?

    – Go to chapter 12

  12. How to give and receive feedback in an effective, proven way

    – Go to chapter 13