A Complaint Is a Gift 2nd Edition

Recovering Customer Loyalty When Things Go Wrong

Janelle Barlow (Author) | Claus Møller (Author)

Publication date: 08/18/2008

Bestseller over 210,000+ copies sold

A Complaint Is a Gift
The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus Møller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer—even when you have to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.

Read more...

Formats
Paperback - $22.95 - Members: $20.66
Paperback - $22.95 - Members: $20.66
ePub - $22.95 - Members: $16.07
PDF eBook - $22.95 - Members: $16.07
Quantity
   
Book Details
Overview
The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus Møller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer—even when you have to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
About the Authors
Endorsements
Table of Contents
Excerpt
Reviews

We also recommend

Diversity Beyond Lip Service

"La’Wana Harris has opened this coach’s eyes to the power of coaching practices to create new paths for diversity and inc...