A complaint is a gift: recovering customer loyalty when things go wrong (2nd ed.)

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 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.

The second edition 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.