A Complaint Is a Gift Using Customer Feedback

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.

Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service Claus Moller is the founder of TMI. He has written several books on management, productivity, service, and quality which together have sold more than three million copies

Foreword	p. ix
Introduction: The Customer Speaks	p. 1
Complaints: Lifeline to the Customer	p. 17
A Complaint Is a Gift Strategy	p. 19
Complaints: Necessary Evil or Opportunities?	p. 32
Capitalizing on Complaints	p. 54
Why Most Customers Don't Complain	p. 74
In the Mind of the Complaining Customer	p. 98
Putting the Complaint Is a Gift Strategy into Practice	p. 121
The Gift Formula	p. 123
Creating Better Customers with Goodwill	p. 141
When Customers Go Ballistic	p. 159
It's All in the Words: Responding to Written Complaints	p. 180
From a Whisper to a Global Shout	p. 202
Dishing It Out and Taking It In: The Personal Side of Complaints	p. 217
When Feedback Gets Personal	p. 219
When You Complain, Make Sure You Are Giving a Gift	p. 236
Conclusion: Looking to the Future	p. 247
Notes	p. 251
Acknowledgments	p. 273
Index	p. 275
About the Authors	p. 285
Table of Contents provided by Ingram. All Rights Reserved.

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A Complaint Is a Gift Using Customer Feedback as a Strategic Tool

Summary

Author Biography

Table of Contents

Supplemental Materials