By TMI’s Janelle Barlow and Claus Moller

A Complaint Is a Gift– a business bestseller with over 150.000 copies sold – introduces the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback – in fact, they’re your best bargain in market research.

Customer complaints can give businesses a wake-up call when they’re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus.

Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal.
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.

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

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

The second edition now 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 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.

To get your personal copy, please follow one of these links:

http://www.bkconnection.com/ProdDetails.asp?ID=9781576759462&PG=1&Type=B...

http://www.amazon.com/Complaint-Gift-Recovering-Customer-Loyalty/dp/1576...