Una queja es un regalo

Synopsis of Una queja es un regalo

«Una queja es un regalo» is the management essay by Janelle Barlow and Claus Moller, published by Gestión 2000 in paperback (194 pages, in Spanish).

It argues that customer complaints are a gift: free information to improve products, services and processes. It explains how to deal with dissatisfied customers, use criticism as learning and create organisations that welcome feedback, so that every complaint becomes an opportunity for improvement.

Originally published in English as 'A Complaint Is a Gift' in 1996, this Spanish edition was published in 1998.

For customer service professionals, quality managers and executives who want to use complaints as a path to improvement and loyalty.