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A Complaint Is a Gift, 2nd Edition by Claus Møller, Janelle Barlow

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Images 1 ImagesA Complaint Is a Gift Strategy

It’s not easy to listen to complaining customers all day long. The following tirade by a service representative venting on the Internet is not all that different from many we have heard in person. You can almost hear the conflict this service provider is experiencing about her job, especially when she confronts an upset customer.

Customer complaints suck. Customers complain 90 percent of the time because they have had a bad day and need someone to take it out on. I work for a wireless company and I get so many complaints ...

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