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	1.	Customer service nightmares: 100 tales of the worst experiences possible, and how they could have been fixed by Friedman, Nancy Material type: Text; Format: print ; Literary form: Not fiction Publication details: New Delhi Viva Books Private Ltd. 2006 Availability: Items available for loan: Indian Institute of Management LRC (1)Call number: 658.812 FRI. Lists: Marketing, Operation & quantitative Techniques. Place hold Add to cart (remove)
	2.	Hug your haters: how to embrace complaints and keep your customers by Baer, Jay Material type: Text; Format: print ; Literary form: Not fiction Publication details: New York Portfolio Penguin 2016 Availability: Items available for loan: Indian Institute of Management LRC (1)Call number: 658.812 BAE. Lists: HR & OB, Marketing. Place hold Add to cart (remove)

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