Business & Economics Books:

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

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Paperback / softback

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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow
$55.00

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Description

The first edition of A Complaint Is a Gift introduced a revolutionary notion- customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research. Using numerous real-life examples, Janelle Barlow and Claus M ller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer-even when you have to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you 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.

Author Biography

Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service. Claus M ller is the founder of TMI. He has written several books on management, which together have sold more than three million copies.
Release date NZ
August 1st, 2008
Country of Publication
United States
Edition
2nd edition
Imprint
Berrett-Koehler
Pages
304
Dimensions
59x90x9
ISBN-13
9781576755822
Product ID
2698137

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