A complaint is a gift : recovering customer loyalty when things go wrong
Buy online ($)
Type
Book
Authors
ISBN 13
9781576755822
Category
Faculty
[ Browse Items ]
Publication Year
2008
Publisher
Pages
287
Subject
Consumer complaints. Customer services.
Abstract
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
Description
Notes:
Includes bibliographical references (p. 251-271) and index.
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.
Includes bibliographical references (p. 251-271) and index.
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.
Biblio Notes
Barlow, J., & Møller, C. (2008). A complaint is a gift: Recovering customer loyalty when things go wrong. Berrett-Koehler Publishers.
Number of Copies
1
Library | Accession No | Call No | Copy No | Edition | Location | Availability |
---|---|---|---|---|---|---|
Main | 39001000013600 |
HF 5415.52 .B37 2008 Faculty |
1 | Faculty Section | Yes |