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. |
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 |
Otras ediciones - Ver todo
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong ... Janelle Barlow Vista previa restringida - 2009 |
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong ... Janelle Barlow Vista previa restringida - 2009 |
Términos y frases comunes
Activists airline anger Ann Landers apologize AT&T behavior blame British Airways company's complaining customers complaint handling complaint letters complaint-friendly complaints as gifts complaints policy Consumer criticism customer complaints customer expectations customer feedback customer needs customer satisfaction customer says customer service customer's customers to complain customers want David Webb dealer dissatisfaction dissatisfied customers Edgar Schein employees empowered encourage example feel front-line staff Gift Formula give guarantee handle complaints happened hear improve industry Motorola never Nordstrom Oren Harari organization Organizational Culture pany percent person Phil Crosby plaints problem purchased received refund response Rosenbluth satisfy customers service providers service recovery situation Smith & Hawken someone sorry talk tell Thank things TMI's told toll-free lines toll-free number tomers upset customers Warren Bennis write written complaints
Referencias a este libro
Communication Miracles at Work: Effective Tools and Tips for Getting the ... Matthew Gilbert Vista previa restringida - 2002 |