Items related to A Complaint Is a Gift
Synopsis
About the Book: A Complaint is a Gift The first edition of A Complaint Is a Gift introduced ar evolutionary 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 Moller 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. About the Authors: Janelle Barlow, Claus Moller Janelle Barlow is president and owner of TMI US. Her clients include Hewlett-Packard, Chevron, Exxon, Genentech, Avon Cosmetics, Kaiser Permanente Hospitals, and many others. She also sits on the board of the National Speaker's Association. Claus Møller, a Danish business consultant, is one of the world’s leading management gurus and keynote speakers. Prior to this he was chairman of TMI, one of the world's largest management training and education companies with representatives in thirty-eight countries, which he founded in 1975. The Times (UK) called him ‘the Victor Borge of Management,’ and he has been credited with turning around several global companies, including British Airways and SAS. He is the bestselling author of several books, including Putting People First, Personal Quality, My Life Tree, and Employeeship. In 1991, he was named the only European Quality Guru by the British Department of Trade and Industry. He coined the concepts Putting People First, the H
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