{"version":"1.2.0","chapters":[{"startTime":0,"endTime":75.232},{"startTime":75.232,"endTime":242.232,"title":"A Customer Service Nightmare: The Faulty Frame"},{"startTime":242.232,"endTime":341.232,"title":"Reflective Listening: A Customer Service Technique"},{"startTime":341.232,"endTime":433.232,"title":"Halloween Special: Horrors of Customer Service"},{"startTime":433.232,"endTime":515.232,"title":"Tips for Handling Unhappy Customers"},{"startTime":515.232,"endTime":598.232,"title":"Real-Life Customer Service Horror Stories"},{"startTime":598.232,"endTime":671.232,"title":"Refund Policies and Customer Retention"},{"startTime":671.232,"endTime":772.232,"title":"The Importance of Communication"},{"startTime":772.232,"endTime":885.232,"title":"Handling Lost Parcels and Fraudulent Claims"},{"startTime":885.232,"endTime":1074.232,"title":"Dealing with Difficult Customers"},{"startTime":1074.232,"endTime":1233.945,"title":"Setting Boundaries and Outsourcing Your Customer Service"}]}