| Description |
1 online resource (x, 287 pages) |
|
data file |
| Bibliography |
Includes bibliographical references (pages 251-271) and index. |
| 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. |
| 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. |
| Subject |
Consumer complaints.
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Customer services.
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Consommateurs -- Plaintes. |
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Service à la clientèle. |
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Consumer complaints |
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Customer services |
| Added Author |
Møller, Claus, 1942-
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| Other Form: |
Print version: Barlow, Janelle, 1943- Complaint is a gift. 2nd ed. San Francisco, Calif. : Berrett-Koehler Publishers, ©2008 9781576755822 1576755827 (DLC) 2008017877 (OCoLC)221141465 |
| ISBN |
9781576759462 (electronic bk.) |
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1576759466 (electronic bk.) |
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9781609944438 (electronic bk.) |
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1609944437 (electronic bk.) |
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