Complaint Is a Gift Recovering Customer Loyalty When Things Go Wrong

ISBN-10: 1576755827
ISBN-13: 9781576755822
Edition: 2nd 2008
List price: $22.95 Buy it from $3.00
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Description: 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 that can be used to improve an organization's  More...

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Book details

List price: $22.95
Edition: 2nd
Copyright year: 2008
Publisher: Berrett-Koehler Publishers, Incorporated
Publication date: 8/1/2008
Binding: Paperback
Pages: 250
Size: 6.00" wide x 9.00" long x 1.00" tall
Weight: 0.968

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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.

Tony Hsieh became involved with Zappos as an advisor and investor in 1999, about two months after the company was founded. He eventually joined Zappos full time in 2000. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service.

Foreword
Introduction: The Customer Speaks
Complaints: Lifeline to the Customer
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
Putting the Complaint Is a Gift Strategy into Practice
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
Dishing It Out and Taking It In: The Personal Side of Complaints
When Feedback Gets Personal
When You Complain, Make Sure You Are Giving a Gift
Conclusion: Looking to the Future
Notes
Acknowledgments
Index
About the Authors

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