A complaint is a gift :: using customer feedback as a strategic tool /
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't v...
Gespeichert in:
| 1. Verfasser: | |
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| Weitere Verfasser: | |
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
San Francisco :
Berrett-Koehler Publishers,
©1996.
|
| Ausgabe: | 1st ed. |
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers. |
| Beschreibung: | 1 online resource (x, 222 pages) : illustrations |
| Bibliographie: | Includes bibliographical references (pages 199-210) and index. |
| ISBN: | 0585272360 9780585272368 9781881052814 1881052818 |
Internformat
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| 245 | 1 | 2 | |a A complaint is a gift : |b using customer feedback as a strategic tool / |c Janelle Barlow and Claus Møller. |
| 250 | |a 1st ed. | ||
| 260 | |a San Francisco : |b Berrett-Koehler Publishers, |c ©1996. | ||
| 300 | |a 1 online resource (x, 222 pages) : |b illustrations | ||
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| 504 | |a Includes bibliographical references (pages 199-210) and index. | ||
| 520 | |a Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers. | ||
| 505 | 0 | |a The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization. | |
| 588 | 0 | |a Print version record. | |
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| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 2 | |a Comsumer Satisfaction | |
| 650 | 6 | |a Consommateurs |x Plaintes. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
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| 650 | 7 | |a Customer services |2 fast | |
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| 758 | |i has work: |a A complaint is a gift (Text) |1 https://id.oclc.org/worldcat/entity/E39PCFykBkDth4gTtMrMjtGQHK |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
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| _version_ | 1816796894169399296 |
| adam_text | |
| any_adam_object | |
| author | Barlow, Janelle, 1943- |
| author2 | Møller, Claus, 1942- |
| author2_role | |
| author2_variant | c m cm |
| author_GND | http://id.loc.gov/authorities/names/n95120867 http://id.loc.gov/authorities/names/n95120870 |
| author_facet | Barlow, Janelle, 1943- Møller, Claus, 1942- |
| author_role | |
| author_sort | Barlow, Janelle, 1943- |
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| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 .B367 1996eb |
| callnumber-search | HF5415.5 .B367 1996eb |
| callnumber-sort | HF 45415.5 B367 41996EB |
| callnumber-subject | HF - Commerce |
| collection | ZDB-4-EBU |
| contents | The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization. |
| ctrlnum | (OCoLC)45727644 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1st ed. |
| format | Electronic eBook |
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| spelling | Barlow, Janelle, 1943- https://id.oclc.org/worldcat/entity/E39PCjtrbkwb388BWmTChYPjP3 http://id.loc.gov/authorities/names/n95120867 A complaint is a gift : using customer feedback as a strategic tool / Janelle Barlow and Claus Møller. 1st ed. San Francisco : Berrett-Koehler Publishers, ©1996. 1 online resource (x, 222 pages) : illustrations text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references (pages 199-210) and index. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers. The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization. Print version record. Consumer complaints. http://id.loc.gov/authorities/subjects/sh85031477 Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Comsumer Satisfaction Consommateurs Plaintes. Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer complaints fast Customer services fast Klachten. gtt Klantgerichtheid. gtt Klantenservice. gtt Møller, Claus, 1942- https://id.oclc.org/worldcat/entity/E39PBJxCBJpDCg33XRhTmdvGpP http://id.loc.gov/authorities/names/n95120870 has work: A complaint is a gift (Text) https://id.oclc.org/worldcat/entity/E39PCFykBkDth4gTtMrMjtGQHK https://id.oclc.org/worldcat/ontology/hasWork Print version: Barlow, Janelle, 1943- Complaint is a gift. 1st ed. San Francisco : Berrett-Koehler Publishers, ©1996 1881052818 (DLC) 95052763 (OCoLC)33983481 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=41398 Volltext |
| spellingShingle | Barlow, Janelle, 1943- A complaint is a gift : using customer feedback as a strategic tool / The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization. Consumer complaints. http://id.loc.gov/authorities/subjects/sh85031477 Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Comsumer Satisfaction Consommateurs Plaintes. Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer complaints fast Customer services fast Klachten. gtt Klantgerichtheid. gtt Klantenservice. gtt |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85031477 http://id.loc.gov/authorities/subjects/sh85034965 |
| title | A complaint is a gift : using customer feedback as a strategic tool / |
| title_auth | A complaint is a gift : using customer feedback as a strategic tool / |
| title_exact_search | A complaint is a gift : using customer feedback as a strategic tool / |
| title_full | A complaint is a gift : using customer feedback as a strategic tool / Janelle Barlow and Claus Møller. |
| title_fullStr | A complaint is a gift : using customer feedback as a strategic tool / Janelle Barlow and Claus Møller. |
| title_full_unstemmed | A complaint is a gift : using customer feedback as a strategic tool / Janelle Barlow and Claus Møller. |
| title_short | A complaint is a gift : |
| title_sort | complaint is a gift using customer feedback as a strategic tool |
| title_sub | using customer feedback as a strategic tool / |
| topic | Consumer complaints. http://id.loc.gov/authorities/subjects/sh85031477 Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Comsumer Satisfaction Consommateurs Plaintes. Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer complaints fast Customer services fast Klachten. gtt Klantgerichtheid. gtt Klantenservice. gtt |
| topic_facet | Consumer complaints. Customer services. Comsumer Satisfaction Consommateurs Plaintes. Service à la clientèle. BUSINESS & ECONOMICS Customer Relations. Consumer complaints Customer services Klachten. Klantgerichtheid. Klantenservice. |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=41398 |
| work_keys_str_mv | AT barlowjanelle acomplaintisagiftusingcustomerfeedbackasastrategictool AT møllerclaus acomplaintisagiftusingcustomerfeedbackasastrategictool AT barlowjanelle complaintisagiftusingcustomerfeedbackasastrategictool AT møllerclaus complaintisagiftusingcustomerfeedbackasastrategictool |