<b>Based on the bestselling </b><b><i>A Complaint Is a Gift</i></b><b> (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.</b><br/><br/><i>A Complaint Is a Gift</i> introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.<br/><br/>Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks. <br/><br/><i>A Complaint Is a Gift Workbook</i> is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.