Download the fantastic book titled A Complaint Is a Gift written by Janelle Barlow, available in its entirety in both PDF and EPUB formats for online reading. This page includes a concise summary, a preview of the book cover, and detailed information about "A Complaint Is a Gift", which was released on 18 August 2008. We suggest perusing the summary before initiating your download. This book is a top selection for enthusiasts of the Business & Economics genre.
Summary of A Complaint Is a Gift by Janelle Barlow PDF
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Møller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers–even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your 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.
Detail About A Complaint Is a Gift PDF
- Author : Janelle Barlow
- Publisher : Berrett-Koehler Publishers
- Genre : Business & Economics
- Total Pages : 305 pages
- ISBN : 1576759466
- Release Date : 18 August 2008
- PDF File Size : 47,5 Mb
- Language : English
- Rating : 4/5 from 21 reviews
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