A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Complaints--the Key to SuccessThe first edition ofA Complaint Is a Giftintroduced 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."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 ofThe 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