Overview

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. The second edition features two brand-new chapters on receiving and responding to complaints on 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.

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9780792763994

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Dr. Janelle M. Barlow is an entrepreneur and author and an award-winning photographer. She is president of TMI US, partner with the multinational training and consulting organization Time Manager International. Claus Moller, a Dutch business consultant, is one of the world's leading management gurus and keynote speakers. He is the bestselling author of several books, including Putting People First, Personal Quality, My Life Tree, and Employeeship. Tony Hsieh became involved with Zappos as an advisor and investor in 1999, about two months after the company was founded. He eventually joined Zappos full time in 2000. Susan MacNeil has done radio and voice-over work for the last three decades. She lives and works in Providence, Rhode Island.

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