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A Complaint Is a Gift : Using Customer Feedback as a Strategic Tool
by Janelle Barlow and Claus Mller


Overview - The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus.  Read more...

 
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More About A Complaint Is a Gift by Janelle Barlow; Claus Mller
 
 
 
Overview
The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus M ller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer--even when you have to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.

 
Details
  • ISBN-13: 9781576755822
  • ISBN-10: 1576755827
  • Publisher: Berrett-Koehler Publishers
  • Publish Date: August 2008
  • Page Count: 287
  • Dimensions: 8.9 x 5.9 x 0.8 inches
  • Shipping Weight: 1.05 pounds


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Books > Business & Economics > Customer Relations

 
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