ISBN 9781626560413,A Complaint Is A Gift

A Complaint Is A Gift



Collins Business

Publication Year 2013

ISBN 9781626560413

ISBN-10 1626560412


Number of Pages 304 Pages
Language (English)


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 you personally; and, turning the tables, a section on how you can complain constructively and effectively. The text has been heavily revised throughout, with a wealth of new examples, tools, and strategies. About the Author 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 a Danish business consultant, is one of the worlds leading management gurus and keynote speakers. Prior to this he was chairman of TMI, one of the world's largest management training and education companies with representatives in thirty-eight countries, which he founded in 1975. The Times (UK) called him the Victor Borge of Management, and he has been credited with turning around several global companies, including British Airways and SAS. He is the bestselling author of several books, including Putting People First, Personal Quality, My Life Tree, and Employeeship. In 1991, he was named the only European Quality Guru by the British Department of Trade and Industry. He coined the concepts Putting People First, the Human Side of Quality, Personal Quality, Internal Customers, Employeeship, and A Complaint Is a Gift. He is coauthor, with Janelle Barlow, of A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong.