Read The Disgruntled Customer case study in Chapter 9. Then, record your response in a three to five slide Powerpoint presentation with voiceover narrative. View the following information about how to do the Video Recording & Uploading Instructions.

How should Brenda go about handling this complaint?

What could Brenda have done to avoid this incident?

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

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

Your presentation should be between 5 to 7 minutes. Upload your presentation to YouTube as an unlisted link and submit the link to GAP.