Complaint Is a Gift Using Customer Feedback As a Strategic Tool

Name: Complaint Is a Gift Using Customer Feedback As a Strategic Tool
Price: 3.54 USD
Availability: InStock
ISBN: 9781576755822

ISBN-10: 1576755827

ISBN-13: 9781576755822

Edition: 2nd 2008

Authors: Janelle Barlow, Claus Mï¿½ller, Claus Mï¿½ller

List price: $24.95

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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 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…

Book details

List price: $24.95
Edition: 2nd
Copyright year: 2008
Publisher: Berrett-Koehler Publishers, Incorporated
Publication date: 8/1/2008
Binding: Paperback
Pages: 304
Size: 6.06" wide x 8.90" long x 0.94" tall
Weight: 0.968
Language: English



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