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Review
“Barlow and Møller reveal why a complaining customer can be a company’s most valuable asset. And they show you exactly how to get your customer back, win a lot more business, and garner positive testimonials. If success in business is important to you, you want to read this book!” Ron Kaufman, author and Founder of UP Your Service! College “For businesses spending an ever-increasing amount of money researching customers’ expectations, this book is a breath of fresh air. This book could have been aptly titled ‘Converting Common Sense into Business Cents.’ ” Paul Clark, General Manager, Customer Services, Country Energy, Australia “A Complaint Is a Gift provides a great means for explaining how a company can provide service excellence and handle complaints through improved customer relationships, which ultimately will increase revenue and satisfaction.” Thom Ray, General Manager, British Telecom “Everything seems so complex these days. But Barlow and Møller have taken a tough issue and made it accessible, not only in the world of business, but also in our personal lives. I will never experience a complaint as destructive again.” Russ Volckmann, PhD, Publisher and Editor, Integral Leadership Review “In the convenience store business, after speed of delivery, service is everything. A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis.” Lee Barnes, President, Family Fare Convenience Stores “This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial makeover.” Rick Brandon, coauthor of Survival of the Savvy “This book treats service recovery as an art. The true test of a great brand is to lever- age the opportunity to forge a new customer relationship. Through a careful blend of analytics, business creativity, and examples, these pages will convince you that complaints truly are gifts! Mike English, Vice President, Customer Contact Centers, Starwood Hotels & Resorts Worldwide, Inc. “This book’s concept is a mind-set that we at Royal Plaza on Scotts, Singapore have adopted to complement our brand promise. We have ingrained its importance among all our staff to be genuinely grateful for our guests’ feedback, whether favor- able or not.” Patrick Garcia Fiat, General Manager, Royal Plaza on Scotts, Singapore “This book is spot on. It gets back to the fundamentals that drive our industry. The authors take you through the process of addressing a negative guest experience and turning that same guest into a Guest for Life. The title of this book could not be truer.” Rich Hicks, President, Tin Star Restaurants “We have one of the most spectacular sites in the world: the Sky Walk at Grand Canyon West. And we still get complaints! This book can help any organization achieve its customer experience goals. This concept works extremely well across many different cultures. This is very important today towards creating a truly international flavor regarding the customer experience.” Waylon Honga, CEO, Grand Canyon West “This book is for any executive who understands that truly satisfied clients breed the best opportunities for more clients, A Complaint Is a Gift is a powerful tool to be shared company-wide.” Andy Jorishie, Senior Vice President, Ideas and Innovation, The Zimmerman Agency “This book is a piece of art. I recommend it to anyone seeking excellence and learning about customer care in general and complaints in particular!” Omran Al Shansi, Senior Complaint Manager, Emirates Telecommunications Corporation
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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
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Product details
Paperback: 304 pages
Publisher: Berrett-Koehler Publishers; 2nd edition (August 1, 2008)
Language: English
ISBN-10: 9781576755822
ISBN-13: 978-1576755822
ASIN: 1576755827
Product Dimensions:
5.9 x 0.8 x 9 inches
Shipping Weight: 1 pounds (View shipping rates and policies)
Average Customer Review:
4.5 out of 5 stars
40 customer reviews
Amazon Best Sellers Rank:
#136,958 in Books (See Top 100 in Books)
I love this book, but please fix the Kindle formatting! Most of the text is in italics, which makes it difficult to read, and many of the footnotes are not linked as they should be. It looks as if the print book went through some automated process for becoming a Kindle book, and no one bothered to even look at it and see if it worked.I read the first edition of this book back in the day and I loved it then. I'm rereading it now, because the value has stuck with me all this time and I want to make sure it's all fresh in my mind as I go to work with a new customer service team. After reading this book, you'll approach every customer interaction from a new perspective which makes compassion and empathy natural and easy, even if the customer is yelling at you.Here's how I used the book at my previous company where I was responsible for about 80 customer service reps at a software company: we were about to host our first user's conference, and I was worried that our customers would use the opportunity to complain to each other instead of to us, so we created a "Complaint is a Gift Booth" in the hallway of the conference. We encouraged every attendee to visit the booth and register a complaint about ANYTHING at all (our software, our service, the conference, the hotel, even the weather!) and in return, they would receive an actual gift (we had three different little gifts made up, and customers could come back as often as they wanted). The employees we had staffing the booth (and eventually everyone in the company) were trained in the book's methodology, so when receiving each complaint, the first thing they did was thank the customer and be genuinely appreciative of the gift they were receiving. Then we went through an intake process that got all the details, no stone left unturned, then meticulously tracked and followed up on each and every complaint. The conference was a huge success, and I believe the Complaint is a Gift Booth made all the difference in both setting the tone for excellent customer service, and in shifting our entire company culture to view customer complaints differently. It became a permanent feature of each user conference and of our day-to-day customer service.
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!
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.
This is a good book.Now for the reality - this book is 200 pages of advertising for the authors' consulting firm - every correct example comes from their files.Indeed there are only correct examples - there is never a case when someome screwed up and died - every case comes out too nice - life is not like that.The title is misleading - it is a book of tactics, there is not a strategic thread in any chapter.Get a copy, it has some good ideas, but try not to pay for it, they do not deserve the cash and the opportunity to push their firm at your expense.
This book if for sure the best book on dealing with complaints. I have learned so much from this book and used it on the day-to-day dealing with complaints from customers.
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.
Second time I bought the same book
It is a wonderful book full of examples how to recover customers when things go wrong. I have already started using it with have found favorable results.The principles learnt are easily usable and effective in personal life.
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