A Complaint is a Gift: Using Customer Feedback as a Strategic Tool
- 4h 20m
- Claus Moller, Janelle Barlow
- Berrett-Koehler Publishers
- 1996
What's the biggest Bargain in Market Research? Your Customers' Complaints!
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising.
Presenting dozens of real-life striking examples of poor--and excellent--complaint handling, Barlow and Møller show that companies must view complaints as gifts if they are to have loyal customers.
A Complaint Is a Gift is a "how-to" book for those who want to turn complains into a strategic tool to increase business and customer satisfaction. It is filled with practical guidance:
- How to behave as if complaints are gifts
- How to use communication principles to handle upset customers
- How to respond to written complaints
- How to create a complaint-friendly organization
- How to handle personal criticism, and more
About the Authors
Janelle Barlow, Ph.D., President of TMI, USA, an international management training and consulting company. She currently speaks to TMI clients throughout the United States, Europe, and Asia.
Claus Møller is founder and chairman of TMI. He acts as adviser to numerous governments and companies, and maintains a full-time international speaking career. He is the best-selling author of several books, including Putting People First.
In this Book
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The Complaint-as-Gift Philosophy
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The Biggest Bargain in Market Research
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What Dissatisfied Customers Say, Do, and Want
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Why Most Customers Do Not Complain
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The Links between Complaining Customers, Service Recovery, and Continuous Improvement
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The Gift Formula
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Five Principles for Turning Terrorist Customers into Partners
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Responding to Written Complaints
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"Ouch! That Hurts!"
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Generating More Complaints
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Creating Complaint–Friendly Policies
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Developing a Complaint-Friendly Culture
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Creating a Complaint–Friendly Environment for Internal Customers
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Implementing a Complaint–Friendly Organization
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Notes
