عنوان

A complaint is a gift :

شابک

1576759466

شابک

1609944437

شابک

9781576759462

شابک

9781609944438

شابک اشتباه

1576755827

شابک اشتباه

9781576755822

شماره

b715741

عنوان اصلي

A complaint is a gift :

نام عام مواد

[Book]

ساير اطلاعات عنواني

recovering customer loyalty when things go wrong /

نام نخستين پديدآور

Janelle Barlow, Claus Møller.

وضعيت ويراست

2nd ed.

محل نشرو پخش و غیره

San Francisco, Calif. :

نام ناشر، پخش کننده و غيره

Berrett-Koehler Publishers,

تاریخ نشرو بخش و غیره

©2008.

نام خاص و کميت اثر

1 online resource (x, 287 pages)

متن يادداشت

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

متن يادداشت

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.

بدون عنوان

0

متن يادداشت

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.

منبع سفارش / آدرس اشتراک

OverDrive, Inc.

منبع سفارش / آدرس اشتراک

Safari Books Online

شماره انبار

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

شماره انبار

CL0500000029

عنوان

Complaint is a gift.

شماره استاندارد بين المللي کتاب و موسيقي

1576755827

موضوع مستند نشده

Consumer complaints.

موضوع مستند نشده

Customer services.

موضوع مستند نشده

BUSINESS & ECONOMICS-- Customer Relations.

موضوع مستند نشده

BUSINESS & ECONOMICS-- Marketing-- Research.

موضوع مستند نشده

Business.

موضوع مستند نشده

Consumer complaints.

موضوع مستند نشده

Customer services.

موضوع مستند نشده

Nonfiction.

موضوع مستند نشده

BUS-- 043060

شماره

ويراست

شماره رده

نشانه اثر

مستند نام اشخاص تاييد نشده

Barlow, Janelle,1943-

مستند نام اشخاص تاييد نشده

Møller, Claus,1942-

تاريخ عمليات

20201208055817.0

قواعد فهرست نويسي ( بخش توصيفي )

pn

نام الکترونيکي

نوع ماده

[Book]

تكميل شده

Y