Family Fare

A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. 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 feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Møller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers–even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.

Superstar chef Gordon Ramsay's aim is to get us all cooking up a storm and sitting down at the table with friends and family to share brunch on Saturdays and Sundays and other leisure times. Drawing on different traditions he features home cooked dishes that range from traditional roasts to lighter summer fare, from easy 30-minute meals to Italian, Indian, and Moroccan-influenced family feasts. As always, Ramsay is there to help the home cook at every stage-buying the right ingredients, preparation and serving, and helping coordinate the cooking of several dishes to arrive on the table simultaneously. Featuring twenty-five menus derived from his The F-Word TV show, each features a starter, main course and a dessert, plus an invaluable timetable and all sorts of helpful culinary hints--such as carving and what do to do when things go wrong in the kitchen. For those who want to pick and choose, there are alternative recipe and menu suggestions, as well as expert advice and techniques from Britain's top chef, making this a must-have purchase for all Ramsay fans.