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A Complaint Is A Gift
Book

A Complaint Is A Gift

Using Customer Feedback as a Strategic Tool

Janelle Barlow and Claus Moller
Berrett-Koehler, 1996

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Editorial Rating

7

Qualities

  • Applicable
  • Well Structured
  • For Beginners

Recommendation

At a time where companies spend millions to attract new customers, this book offers low-cost methods for keeping the customers you already have. Authors Janelle Barlow and Claus Moller advocate using customer complaints to help your business grow. This highly readable book achieves a perfect balance of general information backed up by hard, statistical data. While this book is written for "anyone who deals with customers and who would like to benefit from customer feedback," the end of the book focuses more on steps top-level managers can take to implement a "complaint-friendly organization." getAbstract recommends this book to managers and to people in front-line, customer service positions. Giving a copy of this book to your front-line personnel would be an excellent first step toward making your organization complaint friendly.

Take-Aways

  • The complaint is your lifeline to the customer.
  • View complaints as "gifts" and accept them graciously.
  • After you receive a complaint, say "thank you" before you say anything else.

About the Authors

Janelle Barlow, Ph.D. studied political science and education, and developed the management training program "Unbind your Mind: The Freedom" to be creative. She is the author of The Stress Manager. Claus Moller is the author of Putting People First, Personal Quality and My Life Tree. He was named "European Quality Guru" by the British Department of Trade and Industry in 1991.

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