|
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong | 
 enlarge | Authors: Janelle Barlow, Claus Moller
Creator: Tony Hsieh
Publisher: Bk Business
Category: Book
List Price: $19.95
Buy New: $9.65
You Save: $10.30 (52%)
New (31) Used (14) from $9.59
Avg. Customer Rating:  12 reviews
Sales Rank: 85865
Media: Paperback
Edition: 2nd
Number Of Items: 1
Pages: 287
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
Shipping: Expedited shipping available
Condition: NEW! Cover has some wear. 90% of all orders ship within 24 hours. All orders ship in secure bubble packs. Free tracking on all domestic orders. Your satisfaction is guaranteed!
|
| Also Available In:
|
| Similar Items:
|
| Editorial Reviews:
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.
|
| Customer Reviews: Read 7 more reviews...
 For the beginner in customer service October 7, 2008
I have been in customer service for many years and am always looking for literature to further educate myself to improve what I do for a living. The book was very good but didn't tell me anything I already knew. This book would be an excellent read for someone just starting in customer service.
Thank you.
Perry Bruno
 This book IS a gift for Increasing Customer Loyalty September 27, 2008
0 out of 1 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!
A gift well packed! September 26, 2008
0 out of 1 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.
Even Better Than the First Edition! September 23, 2008
0 out of 1 found this review helpful
I'm inspired by A Complaint is a Gift. It is a marvelous book of practical tools and techniques for ensuring positive customer experiences as well as resolving even the most challenging customer complaints. It is packed full of a tips to provide legendary customer service in even the most trying situations. I've enjoyed watching first-hand how these tools have melted the tension between employees and very difficult customers - creating positive experiences and repeat business. These tools just work, hands down! Employees quickly "get it" and can resolve complaints and provide a positive customer experience. I thank and applaud the author for these proven techniques.
Cutting Edge Update of a Classic Service Culture Changer September 22, 2008
0 out of 1 found this review helpful
A Complaint is a Gift truly is a gift in today's demanding service-conscious society-- a clean, practical, proven central paradigm shift for revolutionalizing customer complaint handling. You also finish the book with a step-by-step formula for salvaging even the most challenging situations-- all gift-wrapped in a down-to-earth, fun workshop like writing style.
Barlow's and Moller's Gift "keeps on giving" by supplementing invaluable advice for out-behaving the competition with macro-organizational strategies to weave their innovative philosophy and practices into the very cultural fabric of any company. So this book hits both the individual level for a service person AND the organizational level for a leader concerned about the service culture in his/her company.
The authors' core goal is to help service organizations reframe customer complaints as invaluable assets through a field guide for service and customer recovery when the "you-know-what hits the fan." Instead of a service employees taking things too personally, blaming, or feeling victimized, they gift-wrap an 8-step formula for becoming every customer's hero.
Contrary to one Amazon reviewer's description of this 2nd edition as being "too academic," it's in fact, chocked full of quick service anecdotes and fascinating data that builds a human and business argument for embracing customer complaints. This fun read comes across like being in a high-energy, edu-taining workshop, far from academia.
The chapter on How to Give a Complaint is a practical benefit to service providers because it invites customers to view themselves as needing to create a service partnership versus dump on companies' front line service staff. It takes two to tango, so contrary to viewing this chapter through an irrelevant "self-help" lens, I reframe it as urging a culture shift in customer service.
Too often customer service programs throw techniques and skills at employees without providing the motivational Velcro for new mindsets and behaviors to stick. A Complaint is a Gift provides an inspirational attitude shift for service employees, along with a practical how-to formula for service recovery when faced with tough complaints, and a managerial make-over that can help to hardwire this exciting new philosophy and skill-set into an organization's culture.
|
|
|
Powered by Associate-O-Matic
| |
