A Complaint is a Gift: Using Customer Feedback as a Strategic Tool

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Berrett-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.

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Índice

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

XI
85
XII
95

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