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Previews available in: English
Showing 2 featured editions. View all 2 editions?
Edition | Availability |
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1
A complaint is a gift: using customer feedback as a strategic tool
1996, Berrett-Koehler Publishers
in English
- 1st ed.
1881052818 9781881052814
|
cccc
Libraries near you:
WorldCat
|
2
A complaint is a gift: using customer feedback as a strategic tool
1996, Berrett-Koehler Publishers
in English
- 1st ed.
1881052818 9781881052814
|
aaaa
Libraries near you:
WorldCat
|
Book Details
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.
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- Created June 30, 2011
- 6 revisions
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March 7, 2023 | Edited by MARC Bot | import existing book |
May 26, 2022 | Edited by ImportBot | import existing book |
November 20, 2020 | Edited by MARC Bot | import existing book |
July 22, 2019 | Edited by MARC Bot | remove fake subjects |
June 30, 2011 | Created by ImportBot | Imported from Internet Archive item record |