Read The Disgruntled Customer case study in Chapter 9.

1. How should Brenda go about handling this complaint?

2. What could Brenda have done to avoid this incident?

3. What steps can Brenda take to do a better job of maintaining open, two-way communication with Susan?

4. Assuming that Brenda can retain Susan as a customer, how can she add value to her relationship with Susans firm?