Customer
Spotlight
Customer
Spotlight
 A COMPLAINT IS A GIFT Readers' Comments |
| "I have read A
Complaint Is a Gift, and truly admire the way the
authors have converted what was a negative to a positive.
The examples demonstrate a unique way of handling
customer complaints which, if seen positively, can only
benefit a company. I believe this book is a 'must' for
those who take customer service seriously." Jose Mari Franco, President & General Manager, Avon Cosmetics, Inc., Philippines "A great vicarious learning experience for business people--just as valuable as a real life experience, but far less costly! This book is destined to become part of my business library." Linus Cheung, Chief Executive, Hong Kong Telecom "I had intended to skim this book, and ended up getting totally engrossed in it. A Complaint Is a Gift is an excellent foundation and tool for any continuous improvement program. I particularly liked the emphasis on encouraging complaints in order to see the full picture of customer satisfaction. I am looking forward to the impact from getting copies into the hands of my colleagues." Robert Riley, CEO, Mandarin Oriental Hotel Group "Every person who has a need to work with people will benefit greatly from reading this book. The examples in this book are extremely vivid and illustrative, and the language is simple and easy to understand. I highly recommend this book to anyone who has to work with people." Lilian Lam, Senior HR Manager, Securities & Futures Commission, Hong Kong 'This book provides a better understanding of different types of human behavior. I personally learned an innovative way in dealing with difficult customers' complaint situations." Joseph Chan, Corporate Training & Development Manager, Kowloon-Canton Railway Corporation, Hong Kong "A Complaint Is a Gift is itself a gift. This is a jewel of a book about the most important issue in the development of any person or organization-how to respond to feedback from others, especially when it isn't flattering or positive. Follow the authors' eight-step Gift Formula and you'll be richly rewarded. Ignore it, and you'll pay dearly." Jim Kouzes, coauthor, The Leadership Challenge and Credibility "Success in the airline business starts with understanding what your customers REALLY want. Janelle Barlow and Claus Moller provide some powerful insights into how companies, large and small, can turn negatives into positives in the never ending quest for customer loyalty." Rod Eddington, former Managing Director, Cathay Pacific "The messages customers give to their suppliers are vital for the continued existence of companies. One of the important messages are customer complaints. The importance of this communication and the proper use of it may be more crucial than even the most elaborate strategic plans. And yet this apparently humble subject has for many years been overlooked. A Complaint Is a Gift gives us a great gift by synthesizing the research in the field and placing it in the real world with cases, examples and very good advice." Paul Hegedahl, Editor-in-Chief, Leadership Today "A Complaint Is a Gift is an easy to read and understand book that contains real life examples. It is a must for any library." Dr. Dame Rose Kekedo, Personnel Controller, Steamships, Papua New Guinea "In many service organizations, the task of dealing with dissatisfied customers often provokes great anxiety and fear among employees. Yet, it is an extremely important pursuit of our daily work. This book offers step-by-step and easy to understand methodology on how to institutionalize a Customer Feedback Friendly environment. For any service-oriented organization, this book is a paramount tool to close the gap between customer expectations versus experience and to achieve the ultimate goal: service excellence." Hans Hauri, General Manager, China World Hotel, Beijing "Occasionally a book comes along that gives valuable tools that can be readily applied. This book, A Complaint Is a Gift, is a true gift of wisdom and marketing power." John R. O'Neil, Past-President, California School of Professional Psychology |
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