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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong | 
 enlarge | Authors: Janelle Barlow, Claus Moller
Creator: Tony Hsieh
Publisher: Berrett-Koehler Publishers
Category: Book
List Price: $19.95
Buy New: $3.29
You Save: $16.66 (84%)
New (41) Used (22) from $3.19
Rating:  15 reviews
Sales Rank: 86043
Media: Paperback
Edition: 2nd
Pages: 287
Number Of Items: 1
Shipping Weight (lbs): 1
Dimensions (in): 8.9 x 5.9 x 0.9
ISBN: 1576755827
Dewey Decimal Number: 658.8343
EAN: 9781576755822
ASIN: 1576755827
Publication Date: August 1, 2008
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: Brand New!! 100% Satisfaction Guaranteed.
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Product Description
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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.
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| Customer Reviews: Read 10 more reviews...
 Fabulous credible Book October 29, 2008
Pamela J. Fedderson (Portland, Oregon)
1 out of 2 found this review helpful
Bravo! I found this book readable, intelligent, and highly
informative. The chapter on the personal side of Complaints Handing
is important to all those who feel that their value as a customer is
dismissed and want to learn how to best structure a letter or phone
call that works. While this is certainly not a self-improvement
book, it does give the reader insights into the managerial mind of
companies. And it will help you to improve!
A complaint is a gift October 29, 2008
John A. Goodman (washington dc)
0 out of 1 found this review helpful
The new Complaint Is A Gift provides even updated advice on communicating effectively with customers and practical guidance for changing employee attitudes toward complaints. I disagree with the review that said the first edition is better. The why section is critical for getting others to pay attention and we are seeing a decline in a lot of complaint RATES not total complaints due to "trained hopelessness", the fact that consumers believe that nothing will be done if they complain. Janelle's book helps you ocnvince the consuemr it is worth their time to compalin.
Maintains foundations but with fresh new examples October 8, 2008
Leah Fisher (New Zealand)
1 out of 2 found this review helpful
This is a great follow on from the original Complaint is a Gift. While it keeps the fundamentals of complaint handling it identifies very clearly the impact that new means of communication can have on companies.
With the majority of people expressing doubt as to the worth of complaining directly to a company, the author's chapter on "Why Most Customers Don't Complain" is important. A company should encourage and prefer that an unhappy customer contact them directly, instead of going online and posting a negative review. People do research and a negative review on a number of on-line sites can effectively cause a business to lose a potential customer. There's a wonderful example of poorly handled complaint letters from a New Zealand catering firm. It really makes the point. Lots of food for thought!
 For the beginner in customer service October 7, 2008
Perry A. Bruno (Las Vegas)
1 out of 1 found this review helpful
I have been in customer service for many years and am always looking for literature to further educate myself to improve what I do for a living. The book was very good but didn't tell me anything I already knew. This book would be an excellent read for someone just starting in customer service.
Thank you.
Perry Bruno
This book IS a gift for Increasing Customer Loyalty September 27, 2008
Ron Kaufman (Singapore)
1 out of 2 found this review helpful
When things go wrong, most of us want to run and hide. But wait! These embarrassing moments can be among the most positive and powerful for your business and your career. Barlow and Moller reveal why a complaining customer can is valuable asset. And they show you exactly how to win your customer back, win a lot more business and get positive testimonials, too! If success in business is important to you, you want to read this book!
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