by Janelle Barlow, Claus Moller · Gestión 2000 · tapa blanda · ISBN 9788480883870
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«Una queja es un regalo» is the management guide by Janelle Barlow and Claus Moller, published by Gestión 2000 in paperback (200 pages, in Spanish).
It proposes treating complaints as valuable information for improving products and services, not as a nuisance. It explains how to collect them, listen to them and turn them into improvement actions, and addresses dealing with dissatisfied customers and personal criticism. Its aim is to create organisations responsive to complaints and achieve customer loyalty.
The work was published in 1995 and the cover indicates 3rd edition, with the subtitle «Cómo utilizar la opinión de los clientes para la mejora continua».
Aimed at customer service professionals, managers and quality teams who want to make use of complaints to improve.
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