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

A Complaint Is a Gift
  • Engels
  • Paperback
  • 9781576755822
  • Druk: 2nd edition
  • augustus 2008
  • 304 pagina's
Alle productspecificaties

Samenvatting

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 Møller 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.

Productspecificaties

Inhoud

Taal
Engels
Bindwijze
Paperback
Druk
2nd edition
Verschijningsdatum
augustus 2008
Afmetingen
Afmeting: 22,9 x 15,2 x 2,5 cm
Aantal pagina's
304 pagina's
Illustraties
Nee

Betrokkenen

Auteur(s)
Janelle Barlow Claus Moller
Uitgever
Berrett-Koehler

EAN

EAN
9781576755822

Overige kenmerken

Extra groot lettertype
Nee
Gewicht
473 g
Studieboek
Ja
Verpakking breedte
154 mm
Verpakking hoogte
22 mm
Verpakking lengte
227 mm

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