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Cover of: A complaint is a gift by Janelle Barlow
Last edited by ImportBot
August 11, 2011 | History
Cover of: A complaint is a gift by Janelle Barlow

A complaint is a gift
using customer feedback as a strategic tool
1st ed.
Janelle Barlow and Claus Møller

Published by Berrett-Koehler Publishers in San Francisco .
Written in English.

Table of 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.

Edition Notes

Includes bibliographical references (p. 199-210) and index.

Classifications

Dewey Decimal Class 658.8/12
Library of Congress HF5415.5 .B367 1996

The Physical Object

Pagination x, 222 p. :
Number of pages 222

ID Numbers

Open Library OL24722958M
Internet Archive complaintisgiftu00barl
ISBN 10 1881052818
ISBN 13 9781881052814
LC Control Number 95052763
OCLC/WorldCat 33983481

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History Created June 30, 2011 · 2 revisions
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August 11, 2011 Edited by ImportBot add ia_box_id to scanned books
June 30, 2011 Created by ImportBot Initial record created, from Internet Archive MARC record.