A Complaint Is a Gift

“Eye-opening and powerful, with practical examples addressing the latest customer expectations and tech trends. Two new chapters on online complaining are worth the cost of the entire book. Barlow’s Gift Formula for handling complaints not only fosters positive word of mouth but makes employees feel successful and empowered. It assures that the CSRs will listen and impact company operations to prevent future similar occurrences.” —John A. Goodman, Vice Chairman, Customer Care Measurement & Consulting, and author of Customer Experience 3.0 “Having surveyed more than 10,000 customers about what goes down when things go wrong has afforded me a privileged point of view of the customer complaining experience. Corporate leaders and the media are quick to ask, ‘What will it take for companies to turn the corner and deliver a better experience when customers have problems?’ Janelle Barlow’s third edition offers a profoundly practical answer to that all-important question.” —Scott M. Broetzmann, author of the National Customer Rage studies “The best book to help companies understand that making a business better is a two-way street. I know from personal experience that it’s only when my customers complained that I grew and learned. I wish more of my clients told me about their dissatisfaction. This book is like vitamins for a business.” —Buddy Blattner, former President, Active Screw & Fastener