A Complaint Is a Gift (3rd Revised Edition)

A Complaint Is a Gift (3rd Revised Edition)
Janelle Barlow, Victoria Holtz
RRP:
NZ$ 85.00
Our Price:
NZ$ 68.00
Paperback
h229 x 152mm - 192pg
8 Nov 2022 US
International import eta 7-19 days
9781523002931
Out Of Stock
Currently no stock in-store, stock is sourced to your order
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. 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, authors Janelle Barlow and Claus M ller show 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 online; 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.
"Eye-opening and powerful, with practical examples addressing the latest customer expectations and tech trends. Two new chapters on online complaining are worth the cost of the entire book. Barlow' s Gift Formula for handling complaints not only fosters positive word of mouth but makes employees feel successful and empowered. It assures that the CSRs will listen and impact company operations to prevent future similar occurrences. " -John A. Goodman, Vice Chairman, Customer Care Measurement & Consulting, and author of Customer Experience 3. 0 "Having surveyed more than 10,000 customers about what goes down when things go wrong has afforded me a privileged point of view of the customer complaining experience. Corporate leaders and the media are quick to ask, ' What will it take for companies to turn the corner and deliver a better experience when customers have problems? ' Janelle Barlow' s third edition offers a profoundly practical answer to that all-important question. " -Scott M. Broetzmann, author of the National Customer Rage studies "The best book to help companies understand that making a business better is a two-way street. I know from personal experience that it' s only when my customers complained that I grew and learned. I wish more of my clients told me about their dissatisfaction. This book is like vitamins for a business. " -Buddy Blattner, former President, Active Screw & Fastener
Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service. Claus M ller is the founder of TMI. He has written several books on management, which together have sold more than three million copies.
Status: Indent title, imported to order
ISBN-13: 9781523002931
Published: 8 Nov 2022
Published In: United States
Imprint: Berrett-Koehler Publishers
Publisher: Berrett-Koehler Publishers
Format: Paperback
Height: 229mm
Width: 152mm
Pages: 192

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