A Complaint is a Gift: Using Customer Feedback as a Strategic ToolBerrett-Koehler Publishers, 1996 - 222 páginas 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. |
Contenido
I | 1 |
II | 7 |
III | 9 |
V | 19 |
VI | 37 |
VII | 57 |
VIII | 71 |
IX | 83 |
XIII | 109 |
XIV | 123 |
XV | 137 |
XVI | 139 |
XVII | 155 |
XVIII | 169 |
XIX | 181 |
XX | 191 |
Otras ediciones - Ver todas
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong ... Janelle Barlow Vista previa limitada - 2009 |
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong ... Janelle Barlow Vista previa limitada - 2009 |
Términos y frases comunes
action airline anger apologize authors bank become behavior chance complaining customers Consumer costs create criticism customer complaints customer service developing Discussion dissatisfied effective employees encourage example expect experience express fact feedback feel front-line gift give guarantee handling happened hear idea immediately Implementation improve industry issues keep kind letter levels listening look managers means meet never organization percent person plaints policies positive probably problem providers purchased questions reason received representatives response result satisfaction satisfied sell situation someone Sometimes specific staff step strategies suggestions talk Team tell Thank things told toll-free tomers treated understand upset write
Referencias a este libro
Communication Miracles at Work: Effective Tools and Tips for Getting the ... Matthew Gilbert Vista previa limitada - 2002 |