The Resource A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller, (electronic resource)

A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller, (electronic resource)

Label
A complaint is a gift : recovering customer loyalty when things go wrong
Title
A complaint is a gift
Title remainder
recovering customer loyalty when things go wrong
Statement of responsibility
Janelle Barlow, Claus Møller
Creator
Contributor
Subject
Genre
Language
eng
Summary
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
Cataloging source
N$T
Dewey number
658.8/343
Index
index present
LC call number
HF5415.52
LC item number
.B37 2008eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller, (electronic resource)
Label
A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller, (electronic resource)
Link
https://tulsalibrary.freading.com/ebooks/details/r:download/OTc4MTYwOTk0NDQzOA==
Publication
Related Contributor
Related Location
Related Agents
Related Authorities
Related Subjects
Antecedent source
unknown
Bibliography note
Includes bibliographical references (p. 251-271) and index
Color
multicolored
Contents
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
Control code
ocn309149178
http://library.link/vocab/cover_art
https://secure.syndetics.com/index.aspx?type=xw12&client=780-496-1833&isbn=9781576759462&upc=&oclc=/LC.JPG
Dimensions
unknown
http://library.link/vocab/discovery_link
{'ALL_BRANCHES': 'https://tccl.bibliocommons.com/item/show/2906083063'}
Edition
2nd ed.
Extent
1 online resource (x, 287 p.)
File format
unknown
Form of item
online
Isbn
9781576759462
Isbn Type
(electronic bk.)
Level of compression
unknown
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
Stock number
CL0500000029

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