A Complaint Is a Gift How to Learn from Critical Feedback and Recover Customer Loyalty 3rd Edition by Janelle Barlow 9781523002955 1523002956

A Complaint Is a Gift How to Learn from Critical Feedback and Recover Customer Loyalty 3rd Edition Janelle Barlow – Ebook Instant Download/Delivery ISBN(s): 9781523002931,152300293X, 9781523002955, 1523002956

Product details:

• ISBN 10: 1523002956
• ISBN 13: 9781523002955
• Author:  Janelle Barlow 

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.

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-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.

This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.

Handling complaints doesn’t have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.

Table contents:

Chapter One: What Exactly Are Complaints?
Chapter Two: How We Tell Customers Not to Complain
Chapter Three: Five Reasons Why Complaints Are Gifts
Chapter Four: Putting the Gift Formula into Action
Chapter Five: Using the Gift Formula to Its Maximum
Chapter Six: Complaints Passed by Word of Mouth
Chapter Seven: Upset and Aggressive Customers
Chapter Eight: Developing Mental Fortitude
Chapter Nine: The World Has Changed—Internet Complaints
Chapter Ten: Staying Connected to What Is Happening Online
Chapter Eleven: Give a Gift When You Complain

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