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

Janelle Barlow; Claus Moller

ISBN 10: 1881052818 / ISBN 13: 9781881052814

Published by Berrett-Koehler Publishers (edition 1), 1996

About this Item

The item might be beaten up but readable. May contain markings or highlighting, as well as stains, bent corners, or any other major defect, but the text is not obscured in any way.

Seller Inventory # 1881052818-7-1-13

Bibliographic Details

• Title: A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
• Publisher: Berrett-Koehler Publishers (edition 1)
• Publication Date: 1996
• Language: English
• ISBN 10: 1881052818
• ISBN 13: 9781881052814
• Binding: Paperback
• Edition: 1.
• Condition: Fair

About this title

Synopsis

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 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.

About the Author

Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service.
Claus Møller is the founder of TMI. He has written several books on management, which together have sold more than three million copies.