A complaint is a gift

By Janelle Barlow, Janelle Barlow; Claus Møller

Subjects: Nonfiction, Customer services, Berrett Koehler, Consumer complaints, Business

Description: The first edition introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried, but are instead valuable pieces of feedback. This updated edition explores how this feedback can be used to improve an organization's products and services.