A Complaint Is a Gift:
Recovering Customer Loyalty When Things Go Wrong
Janelle Barlow, Claus Moller,
Tony Hsieh
Softcover: 287 pages
ISBN 1576755827
978-1576755822
Berrett-Koehler
August 2008 (click button below for the very best currently available price for this
important resource)
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, the authors 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. Topics
include:
Lifeline to the Customer
A
Complaint Is a Gift Strategy
Complaints: Necessary Evil or Opportunities?
Capitalizing on Complaints
Why Most Customers Don't Complain
In the Mind of the Complaining Customer
Putting the Complaint Is a Gift Strategy into Practice
The Gift Formula
Creating Better Customers with Goodwill
When Customers Go Ballistic
It's All in the Words: Responding to Written Complaints
From a Whisper to a Global Shout
Dishing It Out and Taking It In: The Personal Side of Complaints
When Feedback Gets Personal
When You Complain, Make Sure You Are Giving a Gift
Looking to the Future
"The
first edition of this book was a jewel. This new, completely updated version
is even better. The new examples are simultaneously instructive, touching,
and entertaining. Research summaries are worth the read alone. They will
shake up anyone who doubts the power of listening to your customers."
--Jim Kouzes, coauthor of The Leadership Challenge
"This book is a gift in itself. The thinking is fresh; the logic,
irrefutable; the examples of how to deliver excellent customer service,
outstanding. Janelle Barlow and Claus Møller have a uniquely practical
perspective on creating shareholder value through putting the voice of the
customer at the heart of business strategy." --Craig Dinsell, Executive
Vice President of Human Resources, Oppenheimer Funds Inc.
"The new edition provides even more straight talk on communicating
effectively with customers and practical advice for changing employee
attitudes toward complaints." --John Goodman, Vice Chairman, TARP
Worldwide
Janelle Barlow is president and owner of TMI US. She is the coauthor of
Emotional Value, Smart Videoconferencing, and Branded Customer Service.
Claus Møller is the founder of TMI. He has written several books on
management, which together have sold more than three million copies.
