The Consumer Playbook

These days a simple call to your cell phone company can feel like a scene in a tragic play. Some scream. Some cry. Some cling to hope. Some simply give up.

If bad service is regrettably inevitable, shouldn't you at least be prepared? If you own a business, wouldn't you love to be that rare provider of stellar service? The Consumer Playbook has answers for both frustrated consumers and progressive business owners.

Author Mauree Miller has worked as a consumer advocate for years. She's cajoled,...