A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong

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		A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong
		A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong

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 " in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers " even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your 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.

作者简介

Janelle Barlow is president and owner of TMI US. Her clients include Hewlett-Packard, Chevron, Exxon, Genentech, Avon Cosmetics, Kaiser Permanente Hospitals, and many others. She also sits on the board of the National Speaker's Association Claus Moller is founder and chairman of TMI. He acts as adviser to numerous governments and companies, and maintains a full-time international speaking career. He is the best-selling author of several books, including Putting People First.

目录

Part I: Complaints Lifeline to the Customer 1. Complaint-As-Gift Philosophy 2. The Biggest Bargain in Market Research 3. Why Most Complaints Do Not Complain 4. What Complaining Customers Say, Do, and Want 5. How to Learn from Your Customer Complaints 6. From a Whisper to a Global Shout Part II: Putting the Complaint-as-Gift Philosophy into Practice 7. The Gift Formula 8. When Customers Go Ballistic 9. Creating Good Will by Increasing the Customer's Tolerance Zone 10. Saying No and Still Retaining the Good Will with Your Customer 11. Responding to Written Complaints 12. You're Not Defenseless: Using the Web To Your Advantage 13. Creating a Complaint Friendly Organization Part III: Handling Complaints Directed at You 14. How Do I Handle Criticism? Building Your Defenses Against Complaints 15. Learning to take Every Ounce of Learning from Complaints Part IV: Making Your Own Voice Heard: When You Complain 16. Complain As If You Were Receiving the Complaint 17. How To Get Your Complaint Heard by Someone Who Will do Something About It 18. Complaining Within Your Organization and Friends and Family

网友对A Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong的评论

读了几页，感觉还可以，正在阅读中

I heard this author speak some time ago and really appreciated the information she gave and more that was in the book. I recently revisited this book and realized it would apply in more than just the commercial customer service arena. I gave it recently to a minister friend of mine and realized there arecustomer service skills that would apply to any leadership position dealing with other people.

When you read this book you will understand how to handle customers complaints from a different point of view. It teachs you in a joyfull and gracious manner how to handle complaints thru differents points of contact: phone, face to face or written.

You will be able to classify customers depending their character and reaction. One of the most valuables chapters in this book is the one where the authors describe the different levels that a customer pass thru his desguise. So you will be able to act as soon as you recognize the customer will take off your control. Great knowledge!

This is a very dynamic, funny book that will have you wake up all the time. Usefull for managers or front liners.

For me, this book have been a truly gift!

Great examples if great and poor customer service.
The tools for handling complaints and poor service are fantastic.
I only wish that these complaint handling tools were incorporated with general good customer service education.
Great book nonetheless and a new mental model if you take it seriously.

Everyone loves gifts... Change the way you think of customer feed back. Take advantage of each opportunity to improve. Essential for Quality Improvement and customer service training!

I used this book in my conflict management course. The students (colleges juniors and seniors) liked the book because it was easy to read and discussed many interesting examples of the benefits derived from processing ;complaints constructively. I recommend this book for supplementary reading in a conflict management or customer relations course. It is not, however, suitable as the primary text for a serious course.

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