| Record ID | marc_loc_updates/v36.i16.records.utf8:12801007:1262 |
| Source | Library of Congress |
| Download Link | /show-records/marc_loc_updates/v36.i16.records.utf8:12801007:1262?format=raw |
LEADER: 01262nam a22002538a 4500
001 2008017877
003 DLC
005 20080418090838.0
008 080418s2008 cau b 001 0 eng
010 $a 2008017877
020 $a9781576755822 (pbk. : alk. paper)
040 $aDLC$cDLC
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 and Claus Møller.
260 $aSan Francisco, Calif. :$bBerrett-Koehler Publishers,$cc2008.
263 $a0808
300 $ap. cm.
504 $aIncludes bibliographical references 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-