“The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem”
The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem (January 2011 by Walker and Company) is the first science-based look at our complaining psychology.
Few of us give much thought to how we complain, yet our complaining behaviors affect our lives in every way—and none for the better.
Most arguments between friends or couples begin when a complaint is voiced incorrectly. When we encounter problems as consumers a staggering 95% of us fail to resolve them. And on the corporate side—companies rarely integrate complaining psychology know-how into their call-center employee training, customer service, or human resource practices—a failure that hurts customer loyalty, increases call-center employee stress and harms their bottom lines.
The Squeaky Wheel will teach you how to manage complaints well from others and turn your own complaints into tools that get you what you want. And that’s nothing to complain about.
Guy Winch Ph.D. is a psychologist, author, speaker and occasional stand-up comic. His book The Squeaky Wheel—the first science based examination of our complaining psychology—has been featured on the CBS show The Talk, Martha Stewart Living Radio, NPR, Elle Magazine, Men’s Health and other leading media outlets and is currently being translated for publication in countries such as China, Taiwan, South Korea, France & Russia. Guy has also written on topics such as consumer psychology, call-center complaint handling, customer service and corporate culture.
Directed by Lee Stimmel