A Complaint Is a Gift - Barlow Janelle, Moller Claus

The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer coplaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus.The second edition features a new chapter on receiving and responding to Internet complaints a new chapter on how to deal with and take advantage of complaints that are directed at you personally and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.