A Complaint is a Gift Book
This Self-Scoring Assessment gives respondents an opportunity to take a careful look at their own department's (or organization's) complaint handling capabilities, to assess what's working well, and to pinpoint areas that need improvement.
The Complaint is A Gift formula
Strategies for Management
Suggestions for Employees
An Action Plan for Improving Customer Service
The Book presents dozens of real-life examples of organizations' complaint handling techniques, the authors show that companies must view complaints as gifts if they are to have loyal customers. This "how-to" book is filled with practical guidance for those who want to turn complaints into a strategic tool to increase business and customers.
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