A Complaint Is a Gift, Second Edition: Recovering Customer Loyalty When Things Go Wrong Audiobook

Using numerous real-life examples, A Complaint Is a Gift shows 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 on the Internet; 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.

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“A complaint Is a Gift is itself a gift. This is a jewel of a book about the most important issue in the development of any person or organization-how to respond to feedback from others, especially when it isn’t flattering or positive. Follow the authors’ eight-step gift formula, and you’ll be richly rewarded. ignore it, and you’ll pay dearly.”

— Jim Kouzes, coauthor of The Leadership Challenge and Credibility