An edition of A complaint is a gift
(1996)
A complaint is a gift
using customer feedback as a strategic tool
1st ed.
by Janelle Barlow
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Previews available in: English
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| Edition | Availability |
|---|---|
1
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
|
2
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
|
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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| May 26, 2022 | Edited by ImportBot | import existing book |
| February 13, 2020 | Edited by MARC Bot | remove fake subjects |
| October 8, 2017 | Edited by MARC Bot | merge duplicate works of 'A complaint is a gift' |
| January 26, 2012 | Edited by EdwardBot | add books to in library lending |
| June 30, 2011 | Created by ImportBot | import new book |