What to do?  What to say?  Do you sometimes wonder about the best way to respond to a customer or fellow employee complaint?  This seminar dealing with effective handling of complaints focuses on the need to communicate, both verbally and nonverbally and a desire to be exceedingly helpful.  You need to hear the concerns of your customers in order to respond effectively.  Yes, you actually do want them to complain.  Learn ways to expand your creativity and options for better meeting the needs of your customers.