A complaint is a gift: recovering customer loyalty when things go wrong
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
San Francisco, Calif.
Berrett-Koehler Publishers
c2008
|
| Ausgabe: | 2nd ed |
| Schlagworte: | |
| Online-Zugang: | FAW01 FAW02 Volltext |
| Beschreibung: | 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 The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback ? in fact, they?re your best bargain in market research. Customer complaints can give businesses a wake-up call when they?re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers ? even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies |
| Beschreibung: | 1 Online-Ressource (x, 287 p.) |
| ISBN: | 1576755827 1576759466 1609944437 9781576755822 9781576759462 9781609944438 |
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| 500 | |a 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 | ||
| 500 | |a The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback ? in fact, they?re your best bargain in market research. Customer complaints can give businesses a wake-up call when they?re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers ? even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies | ||
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Datensatz im Suchindex
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| author | Barlow, Janelle |
| author_facet | Barlow, Janelle |
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| author_variant | j b jb |
| building | Verbundindex |
| bvnumber | BV043122594 |
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| ctrlnum | (OCoLC)309149178 (DE-599)BVBBV043122594 |
| dewey-full | 658.8/343 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/343 |
| dewey-search | 658.8/343 |
| dewey-sort | 3658.8 3343 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 2nd ed |
| format | Electronic eBook |
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| spelling | Barlow, Janelle Verfasser aut A complaint is a gift recovering customer loyalty when things go wrong Janelle Barlow, Claus Møller 2nd ed San Francisco, Calif. Berrett-Koehler Publishers c2008 1 Online-Ressource (x, 287 p.) txt rdacontent c rdamedia cr rdacarrier 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 The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback ? in fact, they?re your best bargain in market research. Customer complaints can give businesses a wake-up call when they?re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers ? even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies BUSINESS & ECONOMICS / Marketing / Research bisacsh BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer complaints fast Customer services fast Wirtschaft Consumer complaints Customer services Møller, Claus Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=260664 Aggregator Volltext |
| spellingShingle | Barlow, Janelle A complaint is a gift recovering customer loyalty when things go wrong BUSINESS & ECONOMICS / Marketing / Research bisacsh BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer complaints fast Customer services fast Wirtschaft Consumer complaints Customer services |
| title | A complaint is a gift recovering customer loyalty when things go wrong |
| title_auth | A complaint is a gift recovering customer loyalty when things go wrong |
| title_exact_search | A complaint is a gift recovering customer loyalty when things go wrong |
| title_full | A complaint is a gift recovering customer loyalty when things go wrong Janelle Barlow, Claus Møller |
| title_fullStr | A complaint is a gift recovering customer loyalty when things go wrong Janelle Barlow, Claus Møller |
| title_full_unstemmed | A complaint is a gift recovering customer loyalty when things go wrong Janelle Barlow, Claus Møller |
| title_short | A complaint is a gift |
| title_sort | a complaint is a gift recovering customer loyalty when things go wrong |
| title_sub | recovering customer loyalty when things go wrong |
| topic | BUSINESS & ECONOMICS / Marketing / Research bisacsh BUSINESS & ECONOMICS / Customer Relations bisacsh Consumer complaints fast Customer services fast Wirtschaft Consumer complaints Customer services |
| topic_facet | BUSINESS & ECONOMICS / Marketing / Research BUSINESS & ECONOMICS / Customer Relations Consumer complaints Customer services Wirtschaft |
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