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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong |  | Authors: Janelle Barlow, Claus Moller
Creator: Tony Hsieh
Publisher: Berrett-Koehler Publishers
Category: Book
List Price: $20.95
Buy New: $9.99
as of 7/31/2010 15:26 MDT details
You Save: $10.96 (52%)
New (22) Used (14) from $5.00
Seller: backpack_books
Rating:  15 reviews
Sales Rank: 137703
Media: Paperback
Edition: 2nd
Pages: 287
Number Of Items: 1
Shipping Weight (lbs): 1
Dimensions (in): 8.9 x 5.9 x 0.9
ISBN: 1576755827
Dewey Decimal Number: 658.8343
EAN: 9781576755822
ASIN: 1576755827
Publication Date: August 1, 2008
Availability: Usually ships in 1-2 business days
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| Features:
| • | ISBN13: 9781576755822 | | • | Condition: New | | • | Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed |
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Product Description
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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| Customer Reviews:
Showing reviews 1-5 of 15
 Gives Insights on How to Complain Effectively August 9, 2008
Victoria Alexander (Las Vegas, Nevada)
3 out of 4 found this review helpful
My complaints are mainly with tour companies, airlines, and hotels. My letters and emails go unanswered, especially when I travel with European tour companies. So reading this book helped me to understand how businesses think and approach them in a positive way.
The author gives clever and informative guidelines so that next time I have a serious complaint I will know how to address the company making sure that I get positive results and they accept my criticism as an opportunmity for improvement.
The author's style is personable and entertaining as she gives lots of examples on why one should complain and how companies must alter their preceptions of complaints.
I've had some terrible experiences with companies in the past but now I have the tools to get results. Companies and businesses should use this book as a textbook.
A gift well packed! September 26, 2008
Green June (South Korea)
2 out of 3 found this review helpful
I can strongly recommend the new edition of this book since I use it. Using a methodology outlined is not only instructive but simple.The author defines the steps a manager must make when dealing with a complaining customer. Barlow and Moller encourage businesses to evaluate the standards that are important to them and follow certain rules to not only satisfy the customer but keep the customer coming back. And that's the most important thing for a business to strive for - the returning customer.
This book IS a gift for Increasing Customer Loyalty September 27, 2008
Ron Kaufman (Singapore)
2 out of 3 found this review helpful
When things go wrong, most of us want to run and hide. But wait! These embarrassing moments can be among the most positive and powerful for your business and your career. Barlow and Moller reveal why a complaining customer can is valuable asset. And they show you exactly how to win your customer back, win a lot more business and get positive testimonials, too! If success in business is important to you, you want to read this book!
Fabulous credible Book October 29, 2008
Pamela J. Fedderson (Portland, Oregon)
2 out of 3 found this review helpful
Bravo! I found this book readable, intelligent, and highly
informative. The chapter on the personal side of Complaints Handing
is important to all those who feel that their value as a customer is
dismissed and want to learn how to best structure a letter or phone
call that works. While this is certainly not a self-improvement
book, it does give the reader insights into the managerial mind of
companies. And it will help you to improve!
A must read for any employee that ever recieved a complaint August 16, 2008
Robert Branson
1 out of 2 found this review helpful
I am a big fan of another of Janelle Barlows books, Branded Customer Service. When I heard A Complaint Is a Gift was coming out I couldn't wait to get a copy.
I have been in the services industry for 30 years and the authors of A Complaint Is a Gift seemed to outline all of my and my organizations mistakes, as well as a few of our successes. The more I read the more credible the authors points became. They provided the insight and solutions that I wish I better understood years ago.
If you're in any kind of business that has customers, this book will help you gain their loyalty and provide strategies to use complaints to your organizations advantage. In addition to providing strategies to retain the customers that do complain, it also teaches you to use their complaints to reduce the likelihood of additional dissatisfied or lost customers.
There was some information on how to effectively complain. However, as a consumer, it would have been useful if the authors would have spent more time on that topic.
They also discuss blogging and web complaints. Every organization should take this new type of complaint very seriously. Times are changing and this updated version addresses the new realities that organizations need to understand to maintain their reputation.
Today I am an independent services industry consultant and no longer have employees. However, if I did this book would be required reading for every single one of them. In fact, I plan to give A Complaint Is a Gift, as a gift, to each of my clients.
Showing reviews 1-5 of 15
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