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.
This 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 book has been heavily revised, with a wealth of new examples, tools, and strategies.
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"Loaded with stories and psychological analysis, this book made the case for celebrating customer feedback long before Twitter made the concept trendy. The advice on how to respond to complaints is worth the cover price itself. Start by saying, "Thank you." Who would have thought?" — Paul (5 out of 5 stars)
"Loaded with stories and psychological analysis, this book made the case for celebrating customer feedback long before Twitter made the concept trendy. The advice on how to respond to complaints is worth the cover price itself. Start by saying, "Thank you." Who would have thought?"
" A good book on how to handle upset customers. If we change the way we view customers we can effectively strengthen those relationships. Drops off at the end though "
" It was very good from many points of views. They could have updated it though, because since 1995 a lot of time has passed. Moreover, corporations have also changed a lot. "
" Needs an updated version - technology a bit old (pre internet). Used at the commonwealth bank. "
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.
Susan MacNeil has done radio and voice-over work for the last three decades. She lives and works in Providence, Rhode Island.
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