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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| Otros Autores: | |
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
San Francisco, Calif. :
Berrett-Koehler Publishers
c2008.
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| Edición: | 2nd ed |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627531706719 |
Tabla de Contenidos:
- 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.
