Complaint Is a Gift Using Customer Feedback as a Strategic Tool

ISBN-10: 1881052818

ISBN-13: 9781881052814

Edition: 2nd 1996

Authors: Janelle Barlow, Claus M�ller

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: 1/1/1996
Binding: Paperback
Pages: 222
Size: 6.00" wide x 9.00" long x 0.50" tall
Weight: 0.748
Language: English

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
About the Authors
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