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A complaint is a gift : recovering customer loyalty when things go wrong / Janelle Barlow, Claus Mller.

By: Barlow, Janelle, 1943-.
Contributor(s): Møller, Claus, 1942-.
Publisher: San Francisco, CA : Berrett-Koehler Pub, c2008Edition: 2nd ed. (revised & expanded).Description: x, 287 p. ; 23 cm.ISBN: 9781576755822 (pbk.).Subject(s): Consumer complaints | Customer servicesDDC classification: 658.8343
Contents:
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.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 1, TierNo 4, BayNo 8

 658.8343 BAR 2008 (Browse shelf) 1 Available GENLS,GENLS,03,GR 5000107394

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.