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    Unavailable
    A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
    Unavailable
    A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
    Unavailable
    A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
    Ebook399 pages8 hours

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

    By Janelle Barlow and Claus Møller

    3.5/5

    ()

    Currently unavailable

    Currently unavailable

    About this ebook

    A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively.
     
    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, authors Janelle Barlow and Claus Møller show 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 online; 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.
    LanguageEnglish
    PublisherBerrett-Koehler Publishers, Inc.
    Release dateAug 18, 2008
    ISBN9781609944438
    Unavailable
    A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

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    Reviews for A Complaint Is a Gift

    3.5/5

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    • 4/5
      A Complaint is a Gift is a gift -- the gift being increased success by companies that acknowledge and adopt its principles of customer service. And increased effectiveness by individuals who apply them even to their personal lives.The book's 14 chapters explore the psychology of complaining (and not complaining); the benefits when companies choose to hear and resolve complaints (vs think that customers are nasty annoyances, or naively assume that no news is good news); and strategies to develop a business culture that solicits and resolves complaints.Published in 1996, there are only two aspects not still current: 1) the chapter on how to encourage customers to report complaints lacks mention of Internet web sites -- a revision could explore these convenient conduits; and 2) although the customer-service examples remain valid, the businesses mentioned tend to be dated -- not today's "hot" companies. And in the end, I still see the front-line customer service rep as having a most difficult job; I would like to see more strategies that support these folks.

      1 person found this helpful