A Complaint Is a Gift, Second Edition: Recovering Customer Loyalty When Things Go Wrong

Unabridged Audiobook

Written By: Claus Møller, Janelle Barlow

Narrated By: Susan MacNeil

Publisher: Blackstone Audiobooks

Date: August 2008

Duration: 8 hours 39 minutes


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 on 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.