A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty, 3rd Edition
- 3h 25m
- Janelle Barlow
- Berrett-Koehler Publishers
- 2022
The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.
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-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.
This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.
Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.
About the Author
Janelle Barlow is president and owner of All Out Performance and has decades of experience as a consultant, executive coach, speaker, and author. Her past clients include World Bank Group, HP, and DHL. She is the bestselling author of A Complaint Is a Gift (over 275,000 copies sold).
In this Book
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Introduction—Complaints—A Pathway to Keep Customers
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What Exactly are Complaints?
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How We Tell Customers Not to Complain
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Five Reasons Why Complaints are Gifts
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Putting the Gift Formula into Action
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Using the Gift Formula to its Maximum
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Complaints Passed by Word of Mouth
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Upset and Aggressive Customers
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Developing Mental Fortitude
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The World Has Changed—Internet Complaints
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Staying Connected to What is Happening Online
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Give a Gift When You Complain
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Conclusion—Next Steps from Top to Bottom
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Notes
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In Memoriam
