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Hug Your Haters: How to Embrace Complaints and Keep Your Customers

My rating: 5 out of 5 stars. As someone who has been in the customer service industry for a decade, I was naturally drawn to this title. I mean we all know “something” about handling a difficult customer. However, what could be a method to this, is there any? These were some of the questions that have been lingering in my mind. The book starts with examples of some “one-star” reviews on sites such as yelp, trip advisor and steadily feeds into this pattern by offering how these were handled by the respective companies. It gives us a healthy contrast

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