Last edited by Tojataxe
Thursday, May 21, 2020 | History

7 edition of A complaint is a gift found in the catalog.

A complaint is a gift

Janelle Barlow

A complaint is a gift

recovering customer loyalty when things go wrong

by Janelle Barlow

  • 338 Want to read
  • 20 Currently reading

Published by Berrett-Koehler Publishers in San Francisco, Calif .
Written in English

    Subjects:
  • Consumer complaints,
  • Customer services

  • Edition Notes

    Includes bibliographical references and index.

    StatementJanelle Barlow and Claus Møller.
    ContributionsMøller, Claus, 1942-
    Classifications
    LC ClassificationsHF5415.52 .B37 2008
    The Physical Object
    Paginationp. cm.
    ID Numbers
    Open LibraryOL16799715M
    ISBN 109781576755822
    LC Control Number2008017877

      A complaint is a gift by Janelle Barlow, Janelle Barlow; Claus Møller, , Berrett-Koehler Publishers, Inc. edition, Electronic resource in EnglishCited by: My son's October honey moon Vacation was cancelled by Bookit 3/21/20 and they have not given me a refund. I have filled a claim with my credit card. This is not acceptable and I think the CEO should be charged with stealing and fraud. I have had to book this same trip with a reputable agency, I have learned my lesson.1/5().

    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. Get print book. No eBook available. Feedback is a Gift. Stephen C. Lundin. ChartHouse International Learning Corporation, - Feedback (Psychology) - 39 pages. 0 Reviews "As managers we learn how to give feedback to achieve our full potential. As leaders we need to learn how to ask for feedback". -- .

    A Complaint Is a Gift. Using customer feedback as a strategic tool Janelle Barlow and Claus MØller. A Complaint Is a Gift is a “how-to” book for those who want to turn complaints into a strategic tool to increase business and customer satisfaction. A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (Second Edition: Revised and Expanded) By Janelle Barlow and Claus Moller Berrett-Koehler Publishers, See more reviews. One of the first things I learned in business is that a customer .


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A complaint is a gift by Janelle Barlow Download PDF EPUB FB2

How This Book Is Organized A Complaint Is a Gift is divided into three parts. The first part, “Complaints: Lifeline to the Customer,” examines the strategy that will help us maintain a positive mind-set toward complaining customers.

This part establishes the value of listening to by: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong - Kindle edition by Barlow, Janelle, Møller, Claus. Download it once and read it on your Kindle device, PC, phones or tablets.

Use features like bookmarks, note taking and highlighting while reading A Complaint Is a Gift: Recovering Customer Loyalty When Things Go by: A Complaint is a Gift is a book on the value of a customer complaint – written by Dr Janelle Barlow and Claus Moller.

(You can check it out here.) The main message of the book is close to our hearts here at Customer Thermometer. "What a concept!" I marveled to myself as I read Janelle Barlow's book, A Complaint is a Gift. It's a business book about customer service and the importance of getting feedback, especially negative feedback, from customers.

Barlow, and her coauthor, Claus Møller, assert that complaints are not problems to be avoided -- complaints are actually. Pretend they are giving you, as a gift, a book entitled, A Chance to Survive: Listen to Me and You’ll Stay in Business.

Accept this gift graciously and thank your customer for giving it to you. How to Accept a Complaint as a Gift. Use these eight fundamental techniques to handle complaints.7/10(). 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.4/5.

32 Using “Complaint is a gift” knowledge as a Complainant • Be clear and specific in describing what you are complaining about • Be respectful • Describe the impact and what you are expecting as a resolution • Make suggestions re improvements • Give the business a chance to rectify the issue and retain your business • See your.

A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis.” — Lee Barnes, President, Family Fare Convenience Stores “This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial.

4 a complaint is a gift Academic research on complaint handling hasn’t revealed earth-shaking new information since we surveyed studies for the original book. Greater and greater refi nement, however, of what happens in the com-plaint process has been achieved over the past ten years.

For example,File Size: KB. The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus.

In fact, they're the best bargain around in market research. Using numerous real-life examples, Janelle Barlow and Claus M ller show precisely how to handle Reviews: 1.

“What a concept!” I marveled to myself as I read my friend Janelle Barlow’s book, A Complaint is a Gift. It’s a business book about customer service and the importance of getting feedback.

“A complaint Is a Gift is itself a gift. This is a jewel of a book about the most important issue in the development of any person or organization-how to respond to feedback from others, especially when it isn’t flattering or positive.

A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis."--Lee Barnes, President, Family Fare Convenience Stores "This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial makeover."/5(22).

A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis.” Lee Barnes, President, Family Fare Convenience Stores “This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial.

A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis.” — Lee Barnes, President, Family Fare Convenience Stores “This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial Brand: Berrett-Koehler Publishers.

Complaint Is a Gift book. Read 3 reviews from the world's largest community for readers. A completely revised and updated edition of one of the first boo 4/5. A Complaint is a Gift Book Summary: Two business experts explain how to use customer complaints as a valuable feedback resource to overcome customer dissatisfaction, increase communication, expand customer loyalty, find solutions to problems, and more.

Original. $50, first printing. Tour. 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. The concept of “a complaint is a gift” is based on the rationale that when customers complain they are giving the company a second chance to recover the service or product failure; the customer is telling them what is wrong in the hope that the problem will be fixed and they can remain happy customers.

Book 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 – in fact, they’re your best bargain in market research.

I mentioned authors Janelle Barlow and Claus Moller in a post a few weeks back entitled The Nicest Customer Service Complaint of and Moller are the authors of the popular customer service book called A Complaint Is A Gift.

In some ways, the title says it all. A Complaint Is a Gift flips the traditional approach to complaints, viewing them not as hassles but as gifts that.A Complaint Is a Gift Introduction A Gift is a Complaint is a book that will challenge you to rethink complaints, complainers, and your approach on handling, what is a usually, an unpleasant situation.

Complaints, as stated in the book, are ”statements about expectations that have not been met. They are also, and perhaps more importantly, opportunities for an organization to reconnect with.A Complaint Is a Gift | 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 : Berrett-Koehler Publishers.