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A Complaint Is a Gift
Using customer feedback as a strategic tool
Janelle Barlow and Claus MØller
A Complaint Is a Gift is a "how-to" book for those who want to turn complaints into a strategic tool to increase business and customer satisfaction. It is filled with practical guidance:
- How to behave as if complaints are gifts
- How to use communication principles to handle upset customers
- How to respond to written complaints
- How to create a complaint-friendly organization
- How to handle personal criticism, and more
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Complaints are statements of dissatisfaction from the most important people the organization serves - customers. Research demonstrates that when they are dissatisfied, most customers do not complain to organizations. But they do walk away and often tell everyone else -- when the company is not around to defend itself or help customers become satisfied and thereby retain their business.
A Complaint Is a Gift is a unique approach that enables an entire organization to shift its perspective about complaints, so that complaints are seen as gifts, rather than as something to be avoided.
A Complaint Is a Gift:
- describes why most customers do not complain
- outlines the most common behaviors customers engage in when they are dissatisfied
- teaches an 8-step Gift Formula that effectively switches customer attitudes so they see that the organization is there to help them, not to avoid them
- provides guidelines for the most effective handling of written complaints
- describes approaches to ensure the organization has an effective complaints policy and, in fact, is complaint friendly
- suggests ideas for individuals to develop their own complaints policy, so they can use other people's criticism in a positive way for their own growth and development
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