A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (Easyread Large Edition)

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 t...