A Complaint Is a Gift Workbook: 101 Activities, Exercises, and Tools to Learn from Critical Feedback and...

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Janelle Barlow Victoria Holtz

A Complaint Is a Gift Workbook

101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty ...

Janelle Barlow, Victoria Holtz

$55

Paperback

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English

Berrett-Koehler Publishers
08 November 2022

Business & management

Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.

Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.

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.

Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks.

A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.

By: Janelle Barlow, Victoria Holtz
Imprint: Berrett-Koehler Publishers
Country of Publication: United States
Dimensions: Height: 229mm, Width: 152mm,
Weight: 369g
ISBN: 9781523002979
ISBN 10: 1523002972
Pages: 192
Publication Date: 08 November 2022
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

Janelle Barlow is president and owner of All Out Performance and has decades of experience as a consultant, executive coach, speaker, and author. Her past clients include World Bank Group, HP, and DHL. She is the bestselling author of A Complaint Is a Gift (over 275,000 copies sold). Victoria Holtz is CEO of Moveminds Latin America. For more than twenty-five years, she has directed consulting projects a a senior consultant and has delivered conferences and workshops for more than 35,000 people. She is the author of Branded Customer Service.