Complaint Is a Gift: Using Customer Feedback as a Strategic Tool Berrett-Koehler Publishers Inc ( 01 March, 1996 ) Book Our Price : £ 10.12 List Price : £ 11.25 You save £1.13 (10% off) Prices subject to change. usually dispatched within 24 hours.

Too Nice and a Long Free Advertisement

This is a good book. Now for the reality - this book is 200 pages of advertising for the authors consulting firm - every correct example comes from their files. Indeed there are only correct examples - there is never a case when someome screwed up and died - every case comes out too nice - life is not like that. The title is misleading - it is a book of tactics, there is not a strategic thread in any chapter. Get a copy, it has some good ideas, but try not to pay for it, they do not deserve the cash and the opportunity to push their firm at your expense.

A rather simple but nonetheless readable and worthwhile book

I used this book in my conflict management course. The students (colleges juniors and seniors) liked the book because it was easy to read and discussed many interesting examples of the benefits derived from processing ;complaints constructively. I recommend this book for supplementary reading in a conflict management or customer relations course. It is not, however, suitable as the primary text for a serious course.

This is a gift!

I am a customer service representative who is using this book as a major guide to constructing a customer service department for an internet based financial publication. I have more post-its on my office walls than paint. I cant stop the ideas from pouring out of me or the book. It has to be in my small but possibly cosmic opinion this is the best book written on how to deal with people and their problems with a product or service. I highly recommend it to anyone who is trying to better understand what their customers are thinking and not saying. Mario Viscardi