A complaint is a gift : recovering customer loyalty when things go wrong / Janelle Barlow, Claus Møller.
| Author/creator |
Barlow, Janelle, 1943- |
| Other author/creator | Møller, Claus, 1942- |
| Format | Book and Print |
| Edition | 2nd ed. |
| Publication Info | San Francisco, Calif. : Berrett-Koehler Publishers, ©2008. |
| Description | x, 287 pages ; 23 cm |
| Supplemental Content | Table of contents only |
| Subject(s) |
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| Contents | 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 -- 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 -- When feedback gets personal -- When you complain, make sure you are giving a gift. |
| Abstract | 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. |
| Bibliography note | Includes bibliographical references (p. 251-271) and index. |
| LCCN | 2008017877 |
| ISBN | 9781576755822 (pbk. : alk. paper) |
| ISBN | 1576755827 (pbk. : alk. paper) |
Available Items
| Library | Location | Call Number | Status | Item Actions | |
| Joyner | General Stacks | HF5415.52 .B37 2008 | ✔ Available | Place Hold |