A Complaint Is A Gift

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A Complaint Is a Gift

Janelle Barlow,Claus Møller
A Complaint Is a Gift Book PDF

Author : Janelle Barlow,Claus Møller
Publisher : Berrett-Koehler Publishers
Page : 249 pages
File Size : 49,7 Mb
Release : 2008-08-18
Category : Business & Economics
ISBN : 9781609944438

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A Complaint Is a Gift by Janelle Barlow,Claus Møller Pdf

A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Møller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers–even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.

A Complaint is a Gift

Janelle Barlow,Claus Møller
A Complaint is a Gift Book PDF

Author : Janelle Barlow,Claus Møller
Publisher : Berrett-Koehler Publishers
Page : 236 pages
File Size : 55,6 Mb
Release : 1996
Category : Business & Economics
ISBN : 1881052818

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A Complaint is a Gift by Janelle Barlow,Claus Møller Pdf

Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.

A Complaint Is a Gift

Janelle Barlow
A Complaint Is a Gift Book PDF

Author : Janelle Barlow
Publisher : Berrett-Koehler Publishers
Page : 255 pages
File Size : 41,8 Mb
Release : 2022-11-08
Category : Medical
ISBN : 9781523002955

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A Complaint Is a Gift by Janelle Barlow Pdf

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty. This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic. Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.

A Complaint Free World

Will Bowen
A Complaint Free World Book PDF

Author : Will Bowen
Publisher : Harmony
Page : 304 pages
File Size : 46,6 Mb
Release : 2013-02-05
Category : Body, Mind & Spirit
ISBN : 9780770436469

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A Complaint Free World by Will Bowen Pdf

Full of practical ideas and inspiring stories from people who have already transformed their lives through the Complaint Free program, you'll learn not only how to stop complaining but also how to become more positive and live the life you’ve always dreamed about. More than ten million people in 106 countries have used the simple principles found in this book to eradicate the toxicity of complaining from their lives. And, as a result, they have experienced better health, happier relationships, greater career success and a significant increase in happiness. A Complaint Free World will explain what constitutes a complaint, why we complain, what benefits we think we receive from complaining, how complaining is destructive to our lives, and how we can get others around us to stop complaining. Find out how forming the simple habit of not complaining can transform your health, relationships, career and life. Consciously striving to reformat your mental hard drive is not easy, but you can start now by using the steps Bowen presents here. If you stay with it, you'll find that not only will you stop complaining, but others around you will cease to do so as well and in a short period of time, you'll have a more positive life. “A Complaint Free World is an engaging, enjoyable, easy-to-read reminder that the only permanent, constructive changes you can make in the world are the changes that you make in yourself.” –Gary Zukav, author of The Seat of the Soul and Soul to Soul

Complaint Management Excellence

Sarah Cook
Complaint Management Excellence Book PDF

Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 208 pages
File Size : 53,5 Mb
Release : 2012-05-03
Category : Business & Economics
ISBN : 9780749465315

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Complaint Management Excellence by Sarah Cook Pdf

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.

Wilber Winkle Has a Complaint!

John Homans
Wilber Winkle Has a Complaint Book PDF

Author : John Homans
Publisher : Bancroft Press
Page : 445 pages
File Size : 45,5 Mb
Release : 1997-06-25
Category : Humor
ISBN : 9781890862992

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Wilber Winkle Has a Complaint! by John Homans Pdf

Is Wilber Winkle a consumer advocate extraordinaire or just a nut with too much time on his hands? Whatever the verdict, this hilarious collection of complaint letters to American corporations and their responses are a laugh-aloud page-turner. Readers everywhere will recognize the beefs that Wilber strives to get to the bottom of: Denny's waitresses disturbing the delicate balance of cream and sugar in their coffee, the disappearance of the almond from the 5th Avenue candy bar, and insulting automotive technicians at Jiffy Lube. After studying Wilber's letter-writing campaigns, readers will learn how to complain the Wilber Winkle Way and translate customer service-ese. An unflinchingly funny look into the world of customer service and one consumer who will not stand for life's little inconveniences.

Portnoy's Complaint

Philip Roth
Portnoy s Complaint Book PDF

Author : Philip Roth
Publisher : Vintage
Page : 289 pages
File Size : 55,8 Mb
Release : 1994-09-20
Category : Fiction
ISBN : 9780679756453

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Portnoy's Complaint by Philip Roth Pdf

The groundbreaking novel from the Pulitzer Prize–winning author of American Pastoral that originally propelled its author to literary stardom: told in a continuous monologue from patient to psychoanalyst, this masterpiece draws us into the turbulent mind of one lust-ridden young Jewish bachelor named Alexander Portnoy. "Deliciously funny...absurd and exuberant, wild and uproarious...a brilliantly vivid reading experience." —The New York Times Book Review "Touching as well as hilariously lewd.... Roth is vibrantly talented." —New York Review of Books Portnoy's Complaint n. [after Alexander Portnoy (1933- )] A disorder in which strongly-felt ethical and altruistic impulses are perpetually warring with extreme sexual longings, often of a perverse nature. Spielvogel says: 'Acts of exhibitionism, voyeurism, fetishism, auto-eroticism and oral coitus are plentiful; as a consequence of the patient's "morality," however, neither fantasy nor act issues in genuine sexual gratification, but rather in overriding feelings of shame and the dread of retribution, particularly in the form of castration.' (Spielvogel, O. "The Puzzled Penis," Internationale Zeitschrift für Psychoanalyse, Vol. XXIV, p. 909.) It is believed by Spielvogel that many of the symptoms can be traced to the bonds obtaining in the mother-child relationship.

Complaint!

Sara Ahmed
Complaint Book PDF

Author : Sara Ahmed
Publisher : Duke University Press
Page : 225 pages
File Size : 48,9 Mb
Release : 2021-08-09
Category : Social Science
ISBN : 9781478022336

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Complaint! by Sara Ahmed Pdf

In Complaint! Sara Ahmed examines what we can learn about power from those who complain about abuses of power. Drawing on oral and written testimonies from academics and students who have made complaints about harassment, bullying, and unequal working conditions at universities, Ahmed explores the gap between what is supposed to happen when complaints are made and what actually happens. To make complaints within institutions is to learn how they work and for whom they work: complaint as feminist pedagogy. Ahmed explores how complaints are made behind closed doors and how doors are often closed on those who complain. To open these doors---to get complaints through, keep them going, or keep them alive---Ahmed emphasizes, requires forming new kinds of collectives. This book offers a systematic analysis of the methods used to stop complaints and a powerful and poetic meditation on what complaints can be used to do. Following a long lineage of Black feminist and feminist of color critiques of the university, Ahmed delivers a timely consideration of how institutional change becomes possible and why it is necessary.

The Female Complaint

Lauren Berlant
The Female Complaint Book PDF

Author : Lauren Berlant
Publisher : Duke University Press
Page : 370 pages
File Size : 55,6 Mb
Release : 2008-03-17
Category : Literary Criticism
ISBN : 9780822389163

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The Female Complaint by Lauren Berlant Pdf

The Female Complaint is part of Lauren Berlant’s groundbreaking “national sentimentality” project charting the emergence of the U.S. political sphere as an affective space of attachment and identification. In this book, Berlant chronicles the origins and conventions of the first mass-cultural “intimate public” in the United States, a “women’s culture” distinguished by a view that women inevitably have something in common and are in need of a conversation that feels intimate and revelatory. As Berlant explains, “women’s” books, films, and television shows enact a fantasy that a woman’s life is not just her own, but an experience understood by other women, no matter how dissimilar they are. The commodified genres of intimacy, such as “chick lit,” circulate among strangers, enabling insider self-help talk to flourish in an intimate public. Sentimentality and complaint are central to this commercial convention of critique; their relation to the political realm is ambivalent, as politics seems both to threaten sentimental values and to provide certain opportunities for their extension. Pairing literary criticism and historical analysis, Berlant explores the territory of this intimate public sphere through close readings of U.S. women’s literary works and their stage and film adaptations. Her interpretation of Uncle Tom’s Cabin and its literary descendants reaches from Harriet Beecher Stowe to Toni Morrison’s Beloved, touching on Shirley Temple, James Baldwin, and The Bridges of Madison County along the way. Berlant illuminates different permutations of the women’s intimate public through her readings of Edna Ferber’s Show Boat; Fannie Hurst’s Imitation of Life; Olive Higgins Prouty’s feminist melodrama Now, Voyager; Dorothy Parker’s poetry, prose, and Academy Award–winning screenplay for A Star Is Born; the Fay Weldon novel and Roseanne Barr film The Life and Loves of a She-Devil; and the queer, avant-garde film Showboat 1988–The Remake. The Female Complaint is a major contribution from a leading Americanist.

Complaint Free Relationships

Will Bowen
Complaint Free Relationships Book PDF

Author : Will Bowen
Publisher : Harmony
Page : 235 pages
File Size : 54,8 Mb
Release : 2009-12-29
Category : Self-Help
ISBN : 9780307590213

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Complaint Free Relationships by Will Bowen Pdf

A revolutionary approach to improving every relationship in your life, Complaint Free Relationships picks up where the internationally successful A Complaint Free World left off, with all-new methods to help you overcome toxic habits and build strong, successful connections with others. The original Complaint-Free movement has exploded into an international phenomenon, with 5.5 million people in more than 80 countries taking the pledge to create a complaint-free life, as well as national media attention. As this movement expands, it is clear that the real focus of achieving true complaint-free living lies in our relationships. People complain to bond with others. It's easy to feel connected by common annoyances. But most complaining is about people, and this leads to negative and unhealthy foundations for our relationships with others--from family, lovers and friends to our more casual connections with people in our daily lives. Complaint-Free Relationships provides insight and helpful tools to see, understand, and engage in our relationships through the lens of complaint-free living. It incorporates new studies about complaining, inspiring and illuminating stories from Will Bowen's experience both as a minister and founder of the Complaint Free movement, and practical exercises at the end of each chapter. By providing the tools you need to escape the trap complaining creates--feeling unfulfilled and inadequate--Complaint-Free Relationships offers new clarity and encourages you to create happy, stimulating and mutually satisfying relationships.

A Complaint Free World

Will Bowen
A Complaint Free World Book PDF

Author : Will Bowen
Publisher : Random House
Page : 194 pages
File Size : 53,6 Mb
Release : 2008-12-26
Category : Self-Help
ISBN : 9780753520024

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A Complaint Free World by Will Bowen Pdf

21 days is the amount of time it takes to make a repeated action into a habit. In 21 days, you can change your life completely. You need two things: a purple bracelet, and this book. You wouldn't believe how much we complain about things - every day we bitch, vent, moan, shout and generally focus on the negative. But wouldn't it be amazing if we could focus on the positive, happy things in life instead? Will Bowen explains the simple, innovative philosophy of staying 'complaint-free' and demonstrates how, with time and determination, you can achieve a positive attitude that will improve your life permanently.

Emotional Value

Janelle Barlow,Dianna Maul
Emotional Value Book PDF

Author : Janelle Barlow,Dianna Maul
Publisher : Berrett-Koehler Publishers
Page : 305 pages
File Size : 44,6 Mb
Release : 2000-04-01
Category : Business & Economics
ISBN : 9781609943417

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Emotional Value by Janelle Barlow,Dianna Maul Pdf

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.

Branded Customer Service

Janelle Barlow,Paul Stewart
Branded Customer Service Book PDF

Author : Janelle Barlow,Paul Stewart
Publisher : Berrett-Koehler Publishers
Page : 238 pages
File Size : 49,7 Mb
Release : 2006-09-14
Category : Business & Economics
ISBN : 9781609943233

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Branded Customer Service by Janelle Barlow,Paul Stewart Pdf

Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.

The Complaints

Ian Rankin
The Complaints Book PDF

Author : Ian Rankin
Publisher : Reagan Arthur Books
Page : 448 pages
File Size : 54,6 Mb
Release : 2011-03-07
Category : Fiction
ISBN : 9780316123181

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The Complaints by Ian Rankin Pdf

Nobody likes The Complaints -- they're the cops who investigate other cops. It's a department known within the force as The Dark Side, and it's where Malcolm Fox works. He's a serious man with a father in a nursing home and a sister who persists in an abusive relationship, frustrating problems about which he cannot seem to do anything. Then the reluctant Fox is given a new case. There's a cop named Jamie Breck, and he's dirty. The problem is, no one can prove it. As Fox takes on the job, he learns that there's more to Breck than anyone thinks -- dangerous knowledge, especially when a vicious murder takes place far too close to home. In The Complaints, Rankin proves again why he is one of the world's most beloved and bestselling crime writers, mixing unstoppable pacing with the deeper question of who decides right from wrong.

The Complaint

Tom Breen
The Complaint Book PDF

Author : Tom Breen
Publisher : Bbradford Books
Page : 0 pages
File Size : 51,5 Mb
Release : 2024-01-03
Category : Fiction
ISBN : 9798986518534

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The Complaint by Tom Breen Pdf

New York attorney Brian Bradford should have listened to the advice of both his wife and a cherished colleague at the law firm. They warned him not to take the case. The lawsuit involved a new area of law in which he had little litigation experience. He nonetheless filed the Complaint. The target Defendant was ZeiiMed, the largest managed health care company in the world, with unlimited resources. His clients were doctors seeking a multi-million dollar recovery. The damages seemed enormous and the fees irresistibly high. He was truly in over his head. Little did Brian realize that ZeiiMed was an unforgiving, vengeful and diabolical opponent that didn't merely defeat its adversaries, it conquered them. After Brian fortuitously discovered corporate documentation that disclosed the illegal trade practices of ZeiiMed, the fight for survival began. He quickly realized he didn't have a chance of succeeding in Court without the able assistance of several bright and accomplished women, all of whom were a significant presence in his life. Brian decides to fight back in a manner as ruthless as the forces unleashed by ZeiiMed. The mayhem that results has irreversible consequences to many on both sides of the battle lines. His world will never be the same again. ZeiiMed will never relent in its pursuit of Brian and the women he loves. Tom Breen published two additional Brian Bradford novels following The Complaint: The Device Trial and The Drug Tampering Trial.