A Complaint Is a Gift, 3rd Edition
A Complaint Is a Gift, 3rd Edition
How to Learn from Critical Feedback and Recover Customer Loyalty
Edition: 3
Pages: 224
Publication Date: 08 November, 2022
Available in all formats
EPUB
ISBN:
9781523002955
PDF
ISBN:
9781523002948
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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.
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.
Description
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.
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.
Table of contents
- Cover
- Title Page
- Copyright Page
- Dedication
- Contents
- Preface
- Introduction: Complaints—A Pathway to Keep Customers
- Chapter One: What Exactly Are Complaints?
- Chapter Two: How We Tell Customers Not to Complain
- Chapter Three: Five Reasons Why Complaints Are Gifts
- Chapter Four: Putting the Gift Formula into Action
- Chapter Five: Using the Gift Formula to Its Maximum
- Chapter Six: Complaints Passed by Word of Mouth
- Chapter Seven: Upset and Aggressive Customers
- Chapter Eight: Developing Mental Fortitude
- Chapter Nine: The World Has Changed—Internet Complaints
- Chapter Ten: Staying Connected to What Is Happening Online
- Chapter Eleven: Give a Gift When You Complain
- Conclusion: Next Steps from Top to Bottom
- Notes
- In Memoriam
- Index
- About the Author
Review quote
“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
-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
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