Main content

A Complaint Is a Gift Recovering Customer Loyalty When Things Go Wrong

Formats disponibles :

  • Publisher:
    Berrett-Koehler Publishers, 2008
    Note: This book was purchased with support from the Government of Canada's Social Development Partnerships Program - Disability Component.

Details:

  • Edition: 2 ed.
    Date:
    Created
    2008
    Summary:

    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, A Complaint Is a Gift shows 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 of the Internet; 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.

    Original Publisher: US, Berrett-Koehler Publishers
    Language(s): English
    ISBN: 9781609944438