{"product_id":"9781609944438","title":"A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong","description":"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, A Complaint Is a Gift shows 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 of the Internet; 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.","brand":"Berrett-Koehler Publishers, Inc.","offers":[{"title":"Default Title","offer_id":47176074494192,"sku":"9781609944438","price":22.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781609944438_p0.jpg?v=1763839409","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781609944438","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}