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Includes eBooks

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No commitment, cancel anytime at kobo.com/account/subscriptions

Get 1 credit every month for the audiobook of your choice

No commitment, cancel anytime at kobo.com/account/subscriptions

Includes eBooks

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Includes 30 hours of listening time

No commitment, cancel anytime at kobo.com/account/subscriptions
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A Complaint Is a Gift

How to Learn from Critical Feedback and Recover Customer Loyalty

by Janelle Barlow ...

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of ... Read more

$23.99 CAD or Free with Kobo Plus

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of
... Read more
A Complaint Is a Gift Workbook

101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty

by Janelle Barlow, Victoria Holtz ...

Based on the bestselling A Complaint Is a Gift (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.A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are ... Read more

$18.99 CAD

Based on the bestselling A Complaint Is a Gift (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.A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are
... Read more
A Complaint Is a Gift, 3rd Edition

How to Learn from Critical Feedback and Recover Customer Loyalty

by Janelle Barlow ...

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of ... Read more

$20.99 CAD

Also available as: Audiobook

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of
... Read more

Also available as: Audiobook
Smart Videoconferencing

New Habits for Virtual Meetings

by Janelle Barlow, Peta Peter, Lewis Barlow ...

Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The authors show that just like traditional meetings, mastering a few tricks and simple skills can mean the difference between a successful videoconference and an unsuccessful one. ... Read more

$19.99 CAD or Free with Kobo Plus

Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The authors show that just like traditional meetings, mastering a few tricks and simple skills can mean the difference between a successful videoconference and an unsuccessful one.
... Read more
Smart Videoconferencing

New Habits for Virtual Meetings

by Janelle Barlow, Peta Peter, Lewis Barlow ...

Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The authors show that just like traditional meetings, mastering a few tricks and simple skills can mean the difference between a successful videoconference and an unsuccessful one. ... Read more

$15.99 CAD

Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The authors show that just like traditional meetings, mastering a few tricks and simple skills can mean the difference between a successful videoconference and an unsuccessful one.
... Read more
Emotional Value

Creating Strong Bonds with Your Customers

by Janelle Barlow, Dianna Maul ...

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and ... Read more

$23.99 CAD

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and
... Read more
Branded Customer Service

The New Competitive Edge

by Janelle Barlow, Paul Stewart ...

Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with ... Read more

$18.99 CAD

Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with
... Read more
Audiobook

Audiobook

A Complaint Is a Gift, 3rd Edition

How to Learn from Critical Feedback and Recover Customer Loyalty

by Janelle Barlow ...

Narrated by Anna Crowe ...

Unabridged

6 hours 28 min

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of ... Read more

$29.99 CAD or Free with Kobo Plus

Also available as: eBook

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of
... Read more

Also available as: eBook

Giving Effective Feedback (HBR 20-Minute Manager Series)

by Harvard Business Review ...

Series series 20-Minute Manager
Master the art of delivering feedback.Whether you're dealing with a problem employee or praising the good work of a colleague, you need to communicate in a way that promotes positive change in others. Giving Effective Feedback quickly walks you through the basics of delivering feedback that gets results, including:Choosing the right time to talkEngaging in productive dialogueHelping both star and ... Read more

$13.99 CAD or Free with Kobo Plus

Master the art of delivering feedback.Whether you're dealing with a problem employee or praising the good work of a colleague, you need to communicate in a way that promotes positive change in others. Giving Effective Feedback quickly walks you through the basics of delivering feedback that gets results, including:Choosing the right time to talkEngaging in productive dialogueHelping both star and
... Read more
Decide

Work Smarter, Reduce Your Stress, and Lead by Example

by Steve McClatchy ...

How to make better decisions and achieve your goalsWhat shapes a person's career and life, and defines them as a leader? Their decisions. We all want to be more productive and deliver our best results. But doing this effectively—and consistently over time—is a significant challenge. Managing it all is hard, and leading in today's hyper-paced world is even harder.The good news is that leadership ... Read more

$19.99 CAD

How to make better decisions and achieve your goalsWhat shapes a person's career and life, and defines them as a leader? Their decisions. We all want to be more productive and deliver our best results. But doing this effectively—and consistently over time—is a significant challenge. Managing it all is hard, and leading in today's hyper-paced world is even harder.The good news is that leadership
... Read more
Performance Reviews (HBR 20-Minute Manager Series)

by Harvard Business Review ...

Series series 20-Minute Manager
Master the art of growing your employees through effective performance reviews.Conducting performance reviews can be stressful. But these conversations are critical to your employees' development, allowing you to formally communicate with them about their accomplishments relative to their goals. Performance Reviews guides you through the basics. You’ll learn to:Gather and analyze the right ... Read more

$13.99 CAD or Free with Kobo Plus

Master the art of growing your employees through effective performance reviews.Conducting performance reviews can be stressful. But these conversations are critical to your employees' development, allowing you to formally communicate with them about their accomplishments relative to their goals. Performance Reviews guides you through the basics. You’ll learn to:Gather and analyze the right
... Read more
Learning Agility: Unlock the Lessons of Experience

by Hallenbeck ...

Experience is vital for a leader's success, but merely having an experience (such as a challenging new job, a stretch assignment, or an unexpected hardship) isn't enough. The best leaders know not just how to seek out developmental experiences, but how to extract the essential lessons within each experience and apply them to future situations. This book will walk you through a four step process ... Read more

$16.99 CAD

Experience is vital for a leader's success, but merely having an experience (such as a challenging new job, a stretch assignment, or an unexpected hardship) isn't enough. The best leaders know not just how to seek out developmental experiences, but how to extract the essential lessons within each experience and apply them to future situations. This book will walk you through a four step process
... Read more

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Recommended For You

“janelle barlow”

A Complaint Is a Gift

A Complaint Is a Gift Workbook

A Complaint Is a Gift, 3rd Edition

Smart Videoconferencing

Smart Videoconferencing

Emotional Value

Branded Customer Service

A Complaint Is a Gift, 3rd Edition

People who read these also enjoyed

Giving Effective Feedback (HBR 20-Minute Manager Series)

Decide

Performance Reviews (HBR 20-Minute Manager Series)

Learning Agility: Unlock the Lessons of Experience

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