A complaint is a gift recovering customer loyalty when things go wrong
A completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can be used to improve an organization's goods and services. Features new chapters on the Internet, not taking complaints personally, and complainin...
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| Format: | eBook |
| Language: | Inglés |
| Published: |
San Francisco, Calif. :
Berrett-Koehler Publishers
c2008.
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| Edition: | 2nd ed |
| Subjects: | |
| See on Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627531706719 |
| Summary: | A completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can be used to improve an organization's goods and services. Features new chapters on the Internet, not taking complaints personally, and complaining effectively yourself, as well as new examples, tools and strategies. |
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| Item Description: | Description based upon print version of record. |
| Physical Description: | 1 online resource (305 p.) |
| Bibliography: | Includes bibliographical references (p. 251-271) and index. |
| ISBN: | 9781282299276 9786612299278 9781576759462 |
