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A Complaint Is A Gift, by Barlow Janelle
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- Sales Rank: #2369515 in Books
- Published on: 2003
- Original language: English
- Dimensions: 22.52" h x 1.30" w x 15.00" l, .0 pounds
- Binding: Paperback
Most helpful customer reviews
1 of 1 people found the following review helpful.
there are ways to defuse and learn that really are non threatening and offer great process improvement
By Birdseed
This book may have been around for awhile but I must say, it changed my entire department. After reading this book I contacted Ms. Barlow and her team. They made a presentation to my department and our associated work groups that was transformative. We were able to move beyond taking complaints personally, personal failures, and see that we had an opportunity to make positive change and improve operating systems. Too often defenses go up when dealing with angry customers, external and internal. But, there are ways to defuse and learn that really are non threatening and offer great process improvement. As I said, transformative, entertaining, fun, and effective. Thank you Ms. Barlow. I still use your lessons today.
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