Complaint Management

Accept complaints and be grateful.

Hug Your Haters

Jay Baer

Portfolio, 2016


Incensed customers who blast you online are “haters” but you must learn to love them.
Be Your Customer’s Hero

Adam Toporek

AMACOM, 2015


To deliver heroic service, make your customers your top priority.
Complaint Management Excellence

Sarah Cook

Kogan Page, 2012


Companies should welcome complaints.
The Satisfied Customer

Claes Fornell

Palgrave Macmillan, 2007


Productivity, profits and stock value share one essential ingredient: the satisfied customer.