I am a psychologist and author of The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem. The book is the first to examine our complaining psychology, its impact on how we complain as consumers (as well as in our relationships) and our interactions with the customer service industry. The Squeaky Wheel has also sold to numerous foreign territories for translation such as France, China and Taiwan.

As a reader of your blog (needless to say I loved “Keep Those Complaints Coming” as I stongly give that message in my book) I wanted to let you know about the book as it was just published. If you think your readers might be interested in any of the topics below, I would be happy to do a Q & A (As an example of a topic, I recently wrote an article for Customer Service Manager titled, The 3 Things Complaining Customers Fear Most: http://customerservicemanager.com/the-3-things-complaining-customers-fear-most.htm). Some of the other topics I discuss:

The psychology of the complaining customer
Customer service as dialogue
The psychology of customer loyalty
The psychology of service recoveries
Managing customer hostility
What customers today expect from customer service
The impact of Twitter and Facebook on customer service
The impact of caller hostility on contact center employees
Customer delight

For your convenience I am including a link to the book’s site on Amazon. It comes in hardcover, audiobook/CD (also available on audible.com and iTunes) and eBook formats.

Best wishes,

Guy Winch Ph.D.
New York, NY

Where do i click for the secret associates page?