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9781576755822

A Complaint Is a Gift Using Customer Feedback as a Strategic Tool

by ;
  • ISBN13:

    9781576755822

  • ISBN10:

    1576755827

  • Edition: 2nd
  • Format: Paperback
  • Copyright: 2008-08-01
  • Publisher: Berrett-Koehler Publishers

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Summary

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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.

Author Biography

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, productivity, service, and quality which together have sold more than three million copies

Table of Contents

Forewordp. ix
Introduction: The Customer Speaksp. 1
Complaints: Lifeline to the Customerp. 17
A Complaint Is a Gift Strategyp. 19
Complaints: Necessary Evil or Opportunities?p. 32
Capitalizing on Complaintsp. 54
Why Most Customers Don't Complainp. 74
In the Mind of the Complaining Customerp. 98
Putting the Complaint Is a Gift Strategy into Practicep. 121
The Gift Formulap. 123
Creating Better Customers with Goodwillp. 141
When Customers Go Ballisticp. 159
It's All in the Words: Responding to Written Complaintsp. 180
From a Whisper to a Global Shoutp. 202
Dishing It Out and Taking It In: The Personal Side of Complaintsp. 217
When Feedback Gets Personalp. 219
When You Complain, Make Sure You Are Giving a Giftp. 236
Conclusion: Looking to the Futurep. 247
Notesp. 251
Acknowledgmentsp. 273
Indexp. 275
About the Authorsp. 285
Table of Contents provided by Ingram. All Rights Reserved.

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