(MetriTech: Champaign, IL) -- Rather than avoiding customer complaints as a negative experience, author James Shaw in Triple Customer Complaints (IPI Tools, 2011) promotes putting complaint management systems in place that will “vacuum up all complaints.”

“Seeing our organizations as our customers do is critical to achieving excellence,” Shaw says. “The customer’s point of view is the only perspective that counts. And customer complaints, when handled well, can create evangelists for your company.”

Triple Customer Complaints helps business leaders determine how their customers define excellence and establishes quantifiable ways to improve processes so that they can meet—and exceed—customer expectations.

 …