A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

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9781576755822: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.

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From the Publisher:

Complaints--the Key to Success

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.

"The first edition of this book was a jewel. This new, completely updated version is even better. The new examples are simultaneously instructive, touching, and entertaining. Research summaries are worth the read alone. They will shake up anyone who doubts the power of listening to your customers."
--Jim Kouzes, coauthor of The Leadership Challenge®

"This book is a gift in itself. The thinking is fresh; the logic, irrefutable; the examples of how to deliver excellent customer service, outstanding. Janelle Barlow and Claus Møller have a uniquely practical perspective on creating shareholder value through putting the voice of the customer at the heart of business strategy."
--Craig Dinsell, Executive Vice President of Human Resources, Oppenheimer Funds Inc.

"The new edition provides even more straight talk on communicating effectively with customers and practical advice for changing employee attitudes toward complaints."
--John Goodman, Vice Chairman, TARP Worldwide

About the Author:

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 Moller is founder and chairman of TMI. He acts as adviser to numerous governments and companies, and maintains a full-time international speaking career. He is the best-selling author of several books, including Putting People First.

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1.

Janelle Barlow, Claus Moller
Editorial: BERRETT-KOEHLER, United States (2008)
ISBN 10: 1576755827 ISBN 13: 9781576755822
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Descripción BERRETT-KOEHLER, United States, 2008. Paperback. Estado de conservación: New. 2nd edition. Language: English . Brand New Book. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback in fact, they re your best bargain in market research. Customer complaints can give businesses a wake-up call when they re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. 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 of 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. Nº de ref. de la librería AA39781576755822

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Barlow, Janelle; Moller, Claus
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Descripción Berrett-Koehler Publishers. Estado de conservación: New. 1576755827 This is an International Edition. Brand New, paperback, Delivery within 6-14 business days, Same Contents as U.S Versions, ISBN and Cover design may differ. Choose Expedited shipping for delivery within 4-7 business days. We do not ship to PO Box, APO,FPO Address. We may ship the books from multiple warehouses across the globe, including India depending upon the availability of inventory storage. Customer satisfaction guaranteed. Nº de ref. de la librería EU_9781576755822

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Descripción Berrett-Koehler Publishers, 2008. Paperback. Estado de conservación: New. Never used!. Nº de ref. de la librería 1576755827

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Janelle Barlow; Claus Moller
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Descripción Paperback. Estado de conservación: New. This is an International Edition Brand New Paperback Same Title Author and Edition as listed. ISBN and Cover design differs. Similar Contents as U.S version. Delivery within 3-7 business days. We can ship to PO Box address in US. We may ship the books from multiple warehouses across the globe including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Choose expedited shipping for Express delivery. Tracking number provided for every order. Nº de ref. de la librería RU_9781576755822

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Janelle Barlow, Claus Moller
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Descripción BERRETT-KOEHLER, United States, 2008. Paperback. Estado de conservación: New. 2nd edition. Language: English . Brand New Book. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback in fact, they re your best bargain in market research. Customer complaints can give businesses a wake-up call when they re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. 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 of 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. Nº de ref. de la librería AA39781576755822

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Descripción Berrett-Koehler Publishers. PAPERBACK. Estado de conservación: New. 1576755827 BRAND NEW, GIFT QUALITY! NOT OVERSTOCKS OR MARKED UP REMAINDERS! DIRECT FROM THE PUBLISHER!|1.05. Nº de ref. de la librería OTF-S-9781576755822

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Janelle Barlow
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Descripción Berrett-Koehler Publishers. Paperback. Estado de conservación: New. Paperback. 287 pages. Dimensions: 9.1in. x 5.9in. x 1.0in.The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organizations products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in todays constantly connected world, when customers can complain instantly, 247, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Paperback. Nº de ref. de la librería 9781576755822

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Descripción Paperback. Estado de conservación: New. 2nd. Paperback. Second edition. The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead v.Shipping may be from multiple locations in the US or from the UK, depending on stock availability. 287 pages. 0.526. Nº de ref. de la librería 9781576755822

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