 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.
For comments from A Complaint is a
Gift readers, click HERE.
For the story of one organization's extraordinary
experience with this book, click HERE.
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 a
222-page trade paperback book published by
Berrett-Koehler. A Complaint Is a Gift
is also available as a 62-page TMI
booklet with
full-color illustrations.
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 version 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 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. (Please call 1-800 613-2606 for
more information.)
Price List
Order Information TMI Publications
|
