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" A complaint is a gift : "
Janelle Barlow, Claus Møller.
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BL
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| Record Number
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961371
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| Doc. No
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b715741
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| Main Entry
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Barlow, Janelle,1943-
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| Title & Author
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A complaint is a gift : : recovering customer loyalty when things go wrong /\ Janelle Barlow, Claus Møller.
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| Edition Statement
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2nd ed.
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| Publication Statement
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San Francisco, Calif. :: Berrett-Koehler Publishers,, ©2008.
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| Page. NO
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1 online resource (x, 287 pages)
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| ISBN
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1576759466
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: 1609944437
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: 9781576759462
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: 9781609944438
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1576755827
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9781576755822
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| Bibliographies/Indexes
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Includes bibliographical references (pages 251-271) and index.
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| Contents
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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.
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| Abstract
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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? 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.
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| Subject
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Consumer complaints.
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Customer services.
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BUSINESS ECONOMICS-- Customer Relations.
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BUSINESS ECONOMICS-- Marketing-- Research.
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Business.
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Consumer complaints.
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Customer services.
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Nonfiction.
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| Dewey Classification
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658.8/343
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| LC Classification
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HF5415.52.B37 2008eb
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| Added Entry
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Møller, Claus,1942-
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