Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong / Edition 2 by Janelle Barlow, Claus Moller | | 9781576755822 | Paperback | Barnes & Noble
Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong / Edition 2

Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong / Edition 2

by Janelle Barlow, Claus Moller
     
 

ISBN-10: 1576755827

ISBN-13: 9781576755822

Pub. Date: 08/01/2008

Publisher: Berrett-Koehler Publishers, Inc.

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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the

Overview

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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world, when customers can complain instantly, 24/7, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.

Product Details

ISBN-13:
9781576755822
Publisher:
Berrett-Koehler Publishers, Inc.
Publication date:
08/01/2008
Edition description:
Second Edition
Pages:
287
Sales rank:
254,948
Product dimensions:
5.90(w) x 8.90(h) x 0.90(d)

Table of Contents

Contents

Foreword....................ix
Introduction: The Customer Speaks....................1
PART ONE Complaints: Lifeline to the Customer....................17
1. A Complaint Is a Gift Strategy....................19
2. Complaints: Necessary Evil or Opportunities?....................32
3. Capitalizing on Complaints....................54
4. Why Most Customers Don't Complain....................74
5. In the Mind of the Complaining Customer....................98
PART TWO Putting the Complaint Is a Gift Strategy into Practice....................121
6. The Gift Formula....................123
7. Creating Better Customers with Goodwill....................141
8. When Customers Go Ballistic....................159
9. It's All in the Words: Responding to Written Complaints....................180
10. From a Whisper to a Global Shout....................202
PART THREE Dishing It Out and Taking It In: The Personal Side of Complaints....................217
11. When Feedback Gets Personal....................219
12. When You Complain, Make Sure You Are Giving a Gift....................236
Conclusion: Looking to the Future....................247
Notes....................251
Acknowledgments....................273
Index....................275
About the Authors....................285

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