Summary of A Complaint Is A Gift

Using Customer Feedback as a Strategic Tool

Berrett-Koehler, more...

Buy the book

A Complaint Is A Gift book summary
Tis truly better to give such a gift than to receive.


7 Overall

7 Applicability

6 Innovation

8 Style


At a time where companies spend millions to attract new customers, this book offers low-cost methods for keeping the customers you already have. Authors Janelle Barlow and Claus Moller advocate using customer complaints to help your business grow. This highly readable book achieves a perfect balance of general information backed up by hard, statistical data. While this book is written for "anyone who deals with customers and who would like to benefit from customer feedback," the end of the book focuses more on steps top-level managers can take to implement a "complaint-friendly organization." getAbstract recommends this book to managers and to people in front-line, customer service positions. Giving a copy of this book to your front-line personnel would be an excellent first step toward making your organization complaint friendly.

In this summary, you will learn

  • Why you shouldn’t complain when customers complain
  • Why arguing with a customer about the validity of a complaint is a lose-lose situation
  • How to set up a formalized system for handling complaints


Complaints Are Your Lifeline to the Customer
Complaints are a strategic tool you can use to increase your business. View complaints as gifts from your customers. Use the information that complaints generate to make your business grow. Complaints are a source of consumer and market information...
Get the key points from this book in less than 10 minutes. Learn more about our products or log in

About the Authors

Janelle Barlow, Ph.D. studied political science and education, and developed the management training program "Unbind your Mind: The Freedom" to be creative. She is the author of The Stress Manager. Claus Moller is the author of Putting People First, Personal Quality and My Life Tree. He was named "European Quality Guru" by the British Department of Trade and Industry in 1991.

Comment on this summary

More on this topic

By the same authors

Customers who read this summary also read

More by category