Barlow, Janelle, 1943-
A complaint is a gift : recovering customer loyalty when things go wrong / Janelle Barlow, Claus Mller. - 2nd ed. (revised & expanded) - San Francisco, CA : Berrett-Koehler Pub, c2008. - x, 287 p. ; 23 cm.
Includes bibliographical references (p. 251-271) and index.
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.
9781576755822 (pbk.)
Consumer complaints.
Customer services.
658.8343 / BAR 2008
A complaint is a gift : recovering customer loyalty when things go wrong / Janelle Barlow, Claus Mller. - 2nd ed. (revised & expanded) - San Francisco, CA : Berrett-Koehler Pub, c2008. - x, 287 p. ; 23 cm.
Includes bibliographical references (p. 251-271) and index.
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.
9781576755822 (pbk.)
Consumer complaints.
Customer services.
658.8343 / BAR 2008