A complaint is a gift : recovering customer loyalty when things go wrong

Type
Book
ISBN 13
9781576755822 
Category
Faculty  [ Browse Items ]
Publication Year
2008 
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. 
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

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