TY  - BOOK
AU  - Baer, Jay
TI  - Hug Your Haters: How to Embrace Complaints and Keep Your Customers
SN  - 9781101980675
U1  - 658.812 
PY  - 2016///
CY  - New Delhi
PB  - Penguin Books India (P) Ltd.
KW  - Customer Relations
N1  - ch. 1 Why You Should Embrace Complaints
ch. 2 The Two Types of Haters and the DNA of Complaints
ch. 3 The Hatrix: Who Complains, Where, and Why
ch. 4 Customer Service Is a Spectator Sport
ch. 5 Big Buts: 5 Obstacles to Providing Great Service
ch. 6 H-O-U-R-S: The Playbook for Hugging Offstage Haters
ch. 7 F-E-A-R-S: The Playbook for Hugging Onstage Haters
ch. 8 The Future of Customer Service.
ER  -