Most importantly, complaints that are well received create customer loyalty. This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula.

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 ...

The author of the bestselling "A Complaint Is a Gift" explores building band equity through enhanced and focused customer service.

This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' ...

The first edition of 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—in fact, they're your best bargain in ...

The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints.

The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints.

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.