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A Complaint Is a Gift

Janelle Barlow

Claus Møller

Collins Business-Berrett Koehler

Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. 
Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.

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

Business & Money

Management & Leadership

Berrett-Koehler Publishers

From the early 50s to the end of the 70s, quality experts were mainly concerned with the quality of physical products.  It was not until the early 80s that interest in the quality of services and human behavior came into focus.  The new thinking enhances the old ways of thinking by adding new dimensions to the idea of quality development:  improving human relations, strengthening communication, building team spirit, and maintaining high ethical standards.

Personal Quality: The Basis of All Other Quality

Time Manager International

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