| Record ID | marc_loc_2016/BooksAll.2016.part35.utf8:114498270:1388 |
| Source | Library of Congress |
| Download Link | /show-records/marc_loc_2016/BooksAll.2016.part35.utf8:114498270:1388?format=raw |
LEADER: 01388cam a2200265 a 4500
001 2008017877
003 DLC
005 20100729085402.0
008 080418s2008 cau b 001 0 eng
010 $a 2008017877
020 $a9781576755822 (pbk. : alk. paper)
040 $aDLC$cDLC$dDLC
050 00 $aHF5415.52$b.B37 2008
082 00 $a658.8/343$222
100 1 $aBarlow, Janelle,$d1943-
245 12 $aA complaint is a gift :$brecovering customer loyalty when things go wrong /$cJanelle Barlow, Claus Møller.
250 $a2nd ed.
260 $aSan Francisco, Calif. :$bBerrett-Koehler Publishers,$cc2008.
300 $ax, 287 p. ;$c23 cm.
504 $aIncludes bibliographical references (p. 251-271) and index.
505 0 $aA 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.
650 0 $aConsumer complaints.
650 0 $aCustomer services.
700 1 $aMøller, Claus,$d1942-
856 41 $3Table of contents only$uhttp://www.loc.gov/catdir/toc/ecip0816/2008017877.html