A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong [Paperback]

Janelle Barlow (Author), Claus Moller (Author), Tony Hsieh (Foreword)

Book Description

Publication Date: August 1, 2008

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.

Editorial Reviews

From the Publisher

Complaints--the Key to Success

The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus Møller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer--even when you have to say no. 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.

"The first edition of this book was a jewel. This new, completely updated version is even better. The new examples are simultaneously instructive, touching, and entertaining. Research summaries are worth the read alone. They will shake up anyone who doubts the power of listening to your customers."
--Jim Kouzes, coauthor of The Leadership Challenge®

"This book is a gift in itself. The thinking is fresh; the logic, irrefutable; the examples of how to deliver excellent customer service, outstanding. Janelle Barlow and Claus Møller have a uniquely practical perspective on creating shareholder value through putting the voice of the customer at the heart of business strategy."
--Craig Dinsell, Executive Vice President of Human Resources, Oppenheimer Funds Inc.

"The new edition provides even more straight talk on communicating effectively with customers and practical advice for changing employee attitudes toward complaints."
--John Goodman, Vice Chairman, TARP Worldwide

From the Back Cover

Complaints--the Key to Success

The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus Møller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer--even when you have to say no. 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.

"The first edition of this book was a jewel. This new, completely updated version is even better. The new examples are simultaneously instructive, touching, and entertaining. Research summaries are worth the read alone. They will shake up anyone who doubts the power of listening to your customers." --Jim Kouzes, coauthor of The Leadership Challenge® "This book is a gift in itself. The thinking is fresh; the logic, irrefutable; the examples of how to deliver excellent customer service, outstanding. Janelle Barlow and Claus Møller have a uniquely practical perspective on creating shareholder value through putting the voice of the customer at the heart of business strategy."
--Craig Dinsell, Executive Vice President of Human Resources, Oppenheimer Funds Inc.

"The new edition provides even more straight talk on communicating effectively with customers and practical advice for changing employee attitudes toward complaints."
--John Goodman, Vice Chairman, TARP Worldwide

See all Editorial Reviews

Product Details

• Paperback: 287 pages
• Publisher: Berrett-Koehler Publishers; 2nd edition (August 1, 2008)
• Language: English
• ISBN-10: 1576755827
• ISBN-13: 978-1576755822
• Product Dimensions: 8.6 x 6.2 x 0.8 inches
• Shipping Weight: 1 pounds (View shipping rates and policies)
• Average Customer Review: 4.7 out of 5 stars  See all reviews (17 customer reviews)
• Amazon Best Sellers Rank: #677,543 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

4 of 5 people found the following review helpful:

5.0 out of 5 stars Gives Insights on How to Complain Effectively, August 8, 2008

By 

Victoria Alexander "FilmsInReview.com" (Las Vegas, Nevada) - See all my reviews
(REAL NAME)   

This review is from: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (Paperback)

My complaints are mainly with tour companies, airlines, and hotels. My letters and emails go unanswered, especially when I travel with European tour companies. So reading this book helped me to understand how businesses think and approach them in a positive way.

The author gives clever and informative guidelines so that next time I have a serious complaint I will know how to address the company making sure that I get positive results and they accept my criticism as an opportunmity for improvement.

The author's style is personable and entertaining as she gives lots of examples on why one should complain and how companies must alter their preceptions of complaints.

I've had some terrible experiences with companies in the past but now I have the tools to get results. Companies and businesses should use this book as a textbook.

1 of 1 people found the following review helpful:

3.0 out of 5 stars For the beginner in customer service, October 7, 2008

By 

Perry A. Bruno (Las Vegas) - See all my reviews

This review is from: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (Paperback)

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

2 of 3 people found the following review helpful:

5.0 out of 5 stars Fabulous credible Book, October 29, 2008

By 

Pamela J. Fedderson "Book Lover" (Portland, Oregon) - See all my reviews
(REAL NAME)   

This review is from: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (Paperback)

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!