عنوان

A complaint is a gift :

(Number (ISBN

1576759466

(Number (ISBN

1609944437

(Number (ISBN

9781576759462

(Number (ISBN

9781609944438

Erroneous ISBN

1576755827

Erroneous ISBN

9781576755822

Number

b715741

Title Proper

A complaint is a gift :

General Material Designation

[Book]

Other Title Information

recovering customer loyalty when things go wrong /

First Statement of Responsibility

Janelle Barlow, Claus Møller.

Edition Statement

2nd ed.

Place of Publication, Distribution, etc.

San Francisco, Calif. :

Name of Publisher, Distributor, etc.

Berrett-Koehler Publishers,

Date of Publication, Distribution, etc.

©2008.

Specific Material Designation and Extent of Item

1 online resource (x, 287 pages)

Text of Note

Includes bibliographical references (pages 251-271) and index.

Text of Note

A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift.

0

Text of Note

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, A Complaint Is a Gift shows 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 of the Internet; 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.

Source for Acquisition/Subscription Address

OverDrive, Inc.

Source for Acquisition/Subscription Address

Safari Books Online

Stock Number

181D169A-1E16-4F23-B9D6-68B964A1383C

Stock Number

CL0500000029

Title

Complaint is a gift.

International Standard Book Number

1576755827

Consumer complaints.

Customer services.

BUSINESS & ECONOMICS-- Customer Relations.

BUSINESS & ECONOMICS-- Marketing-- Research.

Business.

Consumer complaints.

Customer services.

Nonfiction.

BUS-- 043060

Number

Edition

Class number

Book number

Barlow, Janelle,1943-

Møller, Claus,1942-

Date of Transaction

20201208055817.0

Cataloguing Rules (Descriptive Conventions))

pn

Electronic name

[Book]

Y