An edition of A complaint is a gift (1996)

A complaint is a gift

using customer feedback as a strategic tool

1st ed.

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Cover of: A complaint is a gift by Janelle Barlow
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Last edited by MARC Bot
July 22, 2019 | History
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An edition of A complaint is a gift (1996)

A complaint is a gift

using customer feedback as a strategic tool

1st ed.

by

  • 0 Ratings
  • 0 Want to read
  • 0 Currently reading
  • 0 Have read

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Publish Date
Publisher
Berrett-Koehler Publishers
Language
English
Pages
222

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Previews available in: English

Subjects
Plaintes, Consumer complaints, Klantgerichtheid, Customer services, Comsumer Satisfaction, Klantenservice, Consommateurs, Service à la clientèle, Klachten, Customer relations

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Edition Availability
Cover of: A complaint is a gift
A complaint is a gift: using customer feedback as a strategic tool
1996, Berrett-Koehler Publishers
in English - 1st ed.
Libraries near you: WorldCat
Cover of: A complaint is a gift
A complaint is a gift: using customer feedback as a strategic tool
1996, Berrett-Koehler Publishers
in English - 1st ed.
Libraries near you: WorldCat

Add another edition?

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.

Published in
San Francisco

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
OL24764032M
Internet Archive
complaintisgiftu00barl
ISBN 10
1881052818
ISBN 13
9781881052814
LCCN
95052763
OCLC/WorldCat
33983481

Source records

Internet Archive item record

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History

Download catalog record: RDF / JSON / OPDS | Wikipedia citation
July 22, 2019 Edited by MARC Bot remove fake subjects
October 8, 2017 Edited by MARC Bot merge duplicate works of 'A complaint is a gift'
January 8, 2012 Edited by ImportBot import new book
August 11, 2011 Edited by ImportBot add ia_box_id to scanned books
July 13, 2011 Created by ImportBot Imported from Internet Archive item record