A complaint is a gift workbook : 101 activities, exercises, and tools to learn from critical feedback and recover customer loyalty

A complaint is a gift workbook 101 activities, exercises, and tools to learn from critical feedback and recover customer loyalty

Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.A Complaint Is a Gift introduced the revolutio...

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Detalles Bibliográficos
Otros Autores: Barlow, Janelle, 1943- author (author), Holtz, Victoria, author
Formato: Libro electrónico
Idioma:Inglés
Publicado: Oakland, CA : Berrett-Koehler Publishers [2023]
Edición:First edition
Materias:
Consumer complaints.
Customer services.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009686260706719
Tabla de Contenidos:
  • Ch. 1. Getting started
  • ch. 2. Understanding complaints
  • ch. 3. Who complains?
  • ch. 4. The treasure of complaints as gifts
  • ch. 5. The gift formula
  • ch. 6. Building empathy
  • ch. 7. Questioning skills
  • ch. 8. Listening skills
  • ch. 9. Beyond words
  • ch. 10. Powerful phrases that work
  • ch. 11. Difficult customer interactions
  • ch. 12. Making stress work for me
  • ch. 13. Giving and receiving personal feedback.

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