A Complaint is a Gift: Using Customer Feedback as a Strategic Tool

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Berrett-Koehler Publishers, 1996 - Business & Economics - 222 pages
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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 M ller 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.
 

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I haven't read this book, but based on the intro, the folks at Books A Million need to read it!!!

Contents

I
1
II
7
III
9
IV
19
V
37
VI
57
VII
71
VIII
83
XI
109
XII
123
XIII
137
XIV
139
XV
155
XVI
169
XVII
181
XVIII
191

IX
85
X
95

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About the author (1996)

Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service.
Claus Moller 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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