Product Information:

A Complaint is a Gift Book

Regular Price: 
26.95 CAD
Code: X820B
B.J. Hateley, Janelle Barlow

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.


  • Score Interpretation
  • 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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