A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

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Berrett-Koehler Publishers, Aug 18, 2008 - Business & Economics - 250 pages
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The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback – in fact, they’re your best bargain in market research. Customer complaints can give businesses a wake-up call when they’re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers – even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your 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.
 

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FOR ANYONE WITH CLIENT/SERVICE RELATIONSHIPS

User Review  - Anonymous - Borders

Even better than the first edition. For any executive who understands that truly satisfied clients breed the best opportunities for more clients, "A Complaint Is A Gift" is a powerful tool to be ... Read full review

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Contents

Section 1
Section 2
Section 3
Section 4
Section 5
Section 6
Section 7
Section 8
Section 14
Section 15
Section 16
Section 17
Section 18
Section 19
Section 20
Section 21

Section 9
Section 10
Section 11
Section 12
Section 13
Section 22
Section 23
Section 24
Copyright

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About the author (2008)

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.

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