Customer Service: How To Complain And Win

I have a friend who can go into a store and she always knows just the right person to talk to and she always achieves her objective.  She gets her refund, she gets an exchange and she always wins her case.  I've seen it first  hand time and time again.  Do you know anybody like that?  Here's a couple tips on how you can beome the person who complains and wins!