A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong: 1by Janelle Barlow, Claus Møller,Tony Hsieh |
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Detailed Personal Development Book Information
- Title:
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong: 1
- Reading Level: Kindle Edition
- Binding: Kindle Edition
- No. of Pages: 305
- Language:
- Publisher: Berrett-Koehler Publishers
- Pub. Date: 2008-07-01
- ISBN:
- Product Size (W x H x L) inches: 0 x 0 x 0
- Shipping Weight: 0
- Average Customer Review:
See Customer Reviews - Amazon Sales Rank: 270065
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong: 1 Review
Source: Product DescriptionThe 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.
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong: 1 Customer Reviews
Number of reviews: Average Rating:Full Amazon Customer Reviews