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

A Complaint Is a Gift, Second Edition: Recovering Customer Loyalty When Things Go Wrong Audiobook, by Janelle Barlow Extended Sample Click for printable size audiobook cover
Author: Janelle Barlow, Claus Møller Narrator: Susan MacNeil Publisher: Blackstone Publishing Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date: August 2008 ISBN: 9781482974317
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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. Download and start listening now!


Quotes & Awards

  • 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

  • “This is simply a terrific book, chock-full of thought-provoking concepts and ideas that are just plain smart. I have found few business books to be this useful. I plan to review it regularly to keep me on top of my craft.”

    Scientific American

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About the Author

Dr. Janelle M. Barlow is an entrepreneur and author and an award-winning photographer. She is president of TMI US, partner with the multinational training and consulting organization Time Manager International.

About the Narrator

Susan MacNeil has done radio and voice-over work for the last three decades. She lives and works in Providence, Rhode Island.