Complaint Is a Gift Using Customer Feedback as a Strategic Tool

Name: Complaint Is a Gift Using Customer Feedback as a Strategic Tool
Price: 4.9 USD
Availability: InStock
ISBN: 9781881052814

ISBN-10: 1881052818

ISBN-13: 9781881052814

Edition: 2nd 1996

Authors: Janelle Barlow, Claus Mï¿½ller

List price: $19.95

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Book details

List price: $19.95
Edition: 2nd
Copyright year: 1996
Publisher: Berrett-Koehler Publishers, Incorporated
Publication date: 2/1/1996
Binding: Paperback
Pages: 232
Size: 6.00" wide x 9.00" long x 0.50" tall
Weight: 0.748
Language: English



Acknowledgments


Foreword


Introduction - The Customer Speaks



The Complaint-as-Gift Philosophy



The Biggest Bargain in Market Research



What Dissatisfied Customers Say, Do, and Want



Why Most Customers Do Not Complain



The Links between Complaining Customers, Service Recovery, and Continuous Improvement



The Gift Formula



Five Principles for Turning Terrorist Customers into Partners



Responding to Written Complaints



"Ouch! That Hurts!" - Handling Personal Criticism



Generating More Complaints: Toll-Free Numbers and Other Strategies



Creating Complaint-Friendly Policies



Developing a Complaint-Friendly Culture



Creating a Complaint-Friendly Environment for Internal Customers



Implementing a Complaint-Friendly Organization


Notes


Index


About the Authors