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Janelle Barlow is president and owner of TMI US. She is the
coauthor of Emotional Value, Smart Videoconferencing, and Branded
Customer Service.
Claus Møller is the founder of TMI. He has written several books on
management, which together have sold more than three million
copies.
"Barlow and Møller reveal why a complaining customer can be a
company's most valuable asset. And they show you exactly how to get
your customer back, win a lot more business, and garner positive
testimonials. If success in business is important to you, you want
to read this book!"
Ron Kaufman, author and Founder of UP Your Service! College
"For businesses spending an ever-increasing amount of money
researching customers' expectations, this book is a breath of fresh
air. This book could have been aptly titled 'Converting Common
Sense into Business Cents.' "
Paul Clark, General Manager, Customer Services, Country Energy,
Australia "A Complaint Is a Gift provides a great means for
explaining how a company can provide service excellence and handle
complaints through improved customer relationships, which
ultimately will increase revenue and satisfaction."
Thom Ray, General Manager, British Telecom
"Everything seems so complex these days. But Barlow and Møller have
taken a tough issue and made it accessible, not only in the world
of business, but also in our personal lives. I will never
experience a complaint as destructive again."
Russ Volckmann, PhD, Publisher and Editor, Integral Leadership
Review
"In the convenience store business, after speed of delivery,
service is everything. A Complaint Is a Gift drills down to the
conditions necessary to make service recovery happen on a
consistent basis."
Lee Barnes, President, Family Fare Convenience Stores
"This book provides an inspirational attitude shift for service
employees, a how-to formula for service recovery when faced with
tough complaints, and a managerial makeover."
Rick Brandon, coauthor of Survival of the Savvy
"This book treats service recovery as an art. The true test of a
great brand is to lever- age the opportunity to forge a new
customer relationship. Through a careful blend of analytics,
business creativity, and examples, these pages will convince you
that complaints truly are gifts!
Mike English, Vice President, Customer Contact Centers, Starwood
Hotels & Resorts Worldwide, Inc.
"This book's concept is a mind-set that we at Royal Plaza on
Scotts, Singapore have adopted to complement our brand promise. We
have ingrained its importance among all our staff to be genuinely
grateful for our guests' feedback, whether favor- able or not."
Patrick Garcia Fiat, General Manager, Royal Plaza on Scotts,
Singapore "This book is spot on. It gets back to the fundamentals
that drive our industry. The authors take you through the process
of addressing a negative guest experience and turning that same
guest into a Guest for Life. The title of this book could not be
truer."
Rich Hicks, President, Tin Star Restaurants
"We have one of the most spectacular sites in the world: the Sky
Walk at Grand Canyon West. And we still get complaints! This book
can help any organization achieve its customer experience goals.
This concept works extremely well across many different cultures.
This is very important today towards creating a truly international
flavor regarding the customer experience."
Waylon Honga, CEO, Grand Canyon West
"This book is for any executive who understands that truly
satisfied clients breed the best opportunities for more clients, A
Complaint Is a Gift is a powerful tool to be shared
company-wide."
Andy Jorishie, Senior Vice President, Ideas and Innovation, The
Zimmerman Agency
"This book is a piece of art. I recommend it to anyone seeking
excellence and learning about customer care in general and
complaints in particular!"
Omran Al Shansi, Senior Complaint Manager, Emirates
Telecommunications Corporation
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