A Complaint Is A Gift Recovering Customer Loyalty When Things Go Wrong, 2nd Edition by Janelle Barlow and Claus Moller
This book is about how to use complaints as a way to improve customer service and quality in corporations. Places like Zappos.com, Dell, Amazon, and IBM are covered. It would have been nice if they included material for nonprofits and government agencies.
A process of dealing with complaints called the "Gift Process" is described. It focuses on thanking the customer for the complaint, acting immediately, and getting feedback on how to improve service quickly. There are numerous examples of how to do this both verbally and in writing.
There are many other things covered as well; the proper way to complain to get results, why people do not complain, how to create goodwill, and how to interact with angry customers. The authors remind us that most people who complain are regular users of a service. Those who do not complain and are dissatisfied stop using your service.
I found the section on how to handle personal complaints and criticism interesting and potentially useful. There are guidelines for distinguishing between constructive criticism and personal attacks.
This book was recommended to me by a librarian at the Westchester Library Association conference. It is worth reading.