A Complaint Is a Gift: Recovering Customer Loyalty by Janelle Barlow. Paperback

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow • Paperback • Berrett-Koehler Publishers; 2nd edition (August 1, 2008) • 287 Pages Condition: Excellent ————————————- 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. In this new edition, there are two brand new chapters on the Internet, a section entitled Handling Complaints Directed at You and another 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 now complain instantly and broadcast dissatisfaction around the world. ————————— “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 has a uniquely practical perspective on creating 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. "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