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The first edition introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried, but are instead valuable pieces of feedback. This updated edition explores how this feedback can be used to improve an organization's products and services.
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Previews available in: English
Showing 3 featured editions. View all 3 editions?
Edition | Availability |
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1
A Complaint Is a Gift
2010, Berrett-Koehler Publishers, Inc.
Electronic resource
in English
1576759466 9781576759462
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2
A complaint is a gift: recovering customer loyalty when things go wrong
2008, Berrett-Koehler Publishers
in English
1576755827 9781576755822
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3
A complaint is a gift: using customer feedback as a strategic tool
1996, Berrett-Koehler Publishers
in English
- 1st ed.
1881052818 9781881052814
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zzzz
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Book Details
Table of Contents
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.
Edition Notes
Includes bibliographical references and index.
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Feedback?History
- Created September 26, 2008
- 10 revisions
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September 10, 2021 | Edited by ImportBot | import existing book |
December 20, 2020 | Edited by MARC Bot | import existing book |
July 14, 2020 | Edited by CoverBot | Added new cover |
April 6, 2014 | Edited by ImportBot | Added IA ID. |
September 26, 2008 | Created by ImportBot | Imported from Library of Congress MARC record |