»I’ve experienced the PL seminar – both as a guest speaker and as a participant with my wife. The content is so solid, relevant and useful in practice that I can warmly recommend it to all managers and board members. Claus Møller really knows what he is speaking about. He has created the results himself, which he can help others create.«

»The content represents new and relevant knowledge about practical leadership. The educational environment is unique. The examples are down to earth and can be directly implemented by the participants after the seminar. Management is turned into a “non-academic subject”, which should be learnt by anybody who is involved in the management process in the private and public sectors.«

»Never have I learnt so much practical leadership in such a short time as on this programme. I was able to apply everything in my day-to-day life.«

»A Complaint Is a Gift provides a great means for explaining how a company can provide service excellence and handle complaints through improved customer relationships, which ultimately will increase revenue and satisfaction.«

»Everything seems so complex these days. But Barlow and Møller have taken a tough issue and made it accessible, not only in the world of business, but also in our personal lives. I will never experience a complaint as destructive again.«

»This book treats service recovery as an art. The true test of a great brand is to leverage the opportunity to forge a new customer relationship. Through a careful blend of analytics, business creativity, and examples, these pages will convince you that complaints truly are gifts!«