 Complaints
are statements of dissatisfaction from the most important
people the organization serves -- customers. Research
demonstrates that when they are dissatisfied, most
customers do not complain to organizations. But they do
walk away -- and often tell everyone else -- when the
company is not around to defend itself or help customers
become satisfied and thereby retain their business.
A
Complaint Is a Gift is a unique approach that
enables an entire organization to shift its perspective
about complaints, so that complaints are seen as gifts,
rather than as something to be avoided. A
Complaint Is a Gift:
describes why most customers do not complain;
outlines the most common behaviors customers engage in
when they are dissatisfied;
teaches
an 8-step Gift Formula that effectively switches customer
attitudes so they see that the organization is there to
help them, not to avoid them;
provides guidelines for the most effective handling of
written complaints;
describes approaches to insure the organization has an
effective complaints policy and, in fact, is complaint
friendly;
suggests ideas for individuals to develop their own
complaints policy, so they can use other people's
criticism in a positive way for their own growth and
development.
Complaint
handling has been described as one of the easiest and
most effective ways for an organization to retain
customer loyalty at minimal cost. When organizations see
complaints as gifts they also have available to them
inexpensive market information about what customers want
and need.
A
Complaint Is a Gift is available in two
formats:
as a
full-sized, 62-page TMI booklet with full-color
illustrations; and
as a 222-page trade
paperback published by Berrett-Koehler.
Either
way you access this information, you will find a unique
tool to help your frontline staff (and indeed the entire
organization!) better handle and manage complaints.
Both
the book and booklet versions of A Complaint Is
a Gift have been used by numerous
organizations:
to
stimulate staff to think and behave differently towards
this complex customer-supplier interaction;
to
teach specific, easy-to-use tools frequently overlooked
by most organizations;
to
introduce a new look at customer service;
to
build team spirit toward and appropriate attitudes about
customer service.
This
booklet or book can be used by teams or by entire
organizations. TMI USA offers informative and
entertaining seminars and
workshops to teach these principles. A
15-minute video tape, A Complaint Is a Gift,
is also available, produced and distributed by Excellence
in Training Corporation.
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