A Complaint Is A Gift

( 2 )

Overview

The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very few companies deliver it well. Why is that? The concept of great service is a simple enough concept, but in practice it's actually a very hard thing to do right. We work at ...
See more details below
Paperback
$37.99
BN.com price
Pick Up In Store

Pick Up In Store

Reserve and pick up in 60 minutes at your local store

Other sellers (Paperback)
  • All (6) from $21.95   
  • New (3) from $32.30   
  • Used (3) from $21.95   
Sending request ...

More About This Book

Overview

The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very few companies deliver it well. Why is that? The concept of great service is a simple enough concept, but in practice it's actually a very hard thing to do right. We work at our service delivery every single day at Zappos. This book serves as a how-to guide for taking the first step to building a customer-service-oriented organization. If you can turn your organization into a complaint-friendly organization by following the steps outlined in this book, then you will be well on your way to being one of those rare companies that deliver great service. It's not an easy path, and it won't happen overnight. It happens one step at a time, and reading this book is probably one of the best first steps you can take. ----Tony Hsieh, CEO, ZAPPOS.COM
Read More Show Less

Product Details

  • ISBN-13: 9781442965010
  • Publisher: ReadHowYouWant, LLC
  • Publication date: 2/20/2009
  • Pages: 540
  • Sales rank: 736,892
  • Product dimensions: 7.00 (w) x 10.00 (h) x 1.09 (d)

Customer Reviews

Average Rating 5
( 2 )
Rating Distribution

5 Star

(2)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Review Guidelines
Add Recommendations
Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)