1 option
A complaint is a gift : recovering customer loyalty when things go wrong / Janelle Barlow, Claus Møller.
- Format:
- Book
- Author/Creator:
- Barlow, Janelle, 1943-
- Series:
- 0
- Language:
- English
- Subjects (All):
- Consumer complaints.
- Customer services.
- Physical Description:
- 1 online resource (305 p.)
- Edition:
- 2nd ed.
- Place of Publication:
- San Francisco, Calif. : Berrett-Koehler Publishers, c2008.
- Language Note:
- English
- System Details:
- text file
- Summary:
- A completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can be used to improve an organization's goods and services. Features new chapters on the Internet, not taking complaints personally, and complaining effectively yourself, as well as new examples, tools and strategies.
- Contents:
- 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.
- Notes:
- Description based upon print version of record.
- Includes bibliographical references (p. 251-271) and index.
- ISBN:
- 1-282-29927-1
- 9786612299278
- 1-57675-946-6
- OCLC:
- 437247334
The Penn Libraries is committed to describing library materials using current, accurate, and responsible language. If you discover outdated or inaccurate language, please fill out this feedback form to report it and suggest alternative language.