ENGLISH

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

By Janelle Barlow , Claus Moller

Book information

Year
2008
ISBN
9781576755822, 1576755827
ASIN
B001E96JAG
LCC
HF5415.52 .B37 2008
Open Library ID
OL16799715M
Language
english
Format
PDF
Filesize
3 MB (3170515 bytes)
Edition
2nd
Pages
287\305
Time added
2011-06-04 13:46:07

Description

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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.

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