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A Complaint Is a Gift: Recovering Customer L- paperback, 1881052818, Barlow, new
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eBay-Artikelnr.:304975933612
Artikelmerkmale
- Artikelzustand
- ISBN
- 9781881052814
Über dieses Produkt
Product Identifiers
Publisher
Berrett-Koehler Publishers, Incorporated
ISBN-10
1881052818
ISBN-13
9781881052814
eBay Product ID (ePID)
380835
Product Key Features
Edition
2
Book Title
Complaint Is a Gift : Using Customer Feedback As a Strategic Tool
Number of Pages
232 Pages
Language
English
Topic
Customer Relations
Publication Year
1996
Illustrator
Yes
Genre
Business & Economics
Format
Trade Paperback
Dimensions
Item Height
0.6 in
Item Weight
13 Oz
Item Length
9 in
Item Width
6.1 in
Additional Product Features
Intended Audience
Trade
LCCN
95-052763
Reviews
"Barlow and Mller reveal why a complaining customer can be a company's most valuable asset. And they show you exactly how to get your customer back, win a lot more business, and garner positive testimonials. If success in business is important to you, you want to read this book!" Ron Kaufman, author and Founder of UP Your Service! College "For businesses spending an ever-increasing amount of money researching customers' expectations, this book is a breath of fresh air. This book could have been aptly titled 'Converting Common Sense into Business Cents.' " Paul Clark, General Manager, Customer Services, Country Energy, Australia "A Complaint Is a Gift provides a great means for explaining how a company can provide service excellence and handle complaints through improved customer relationships, which ultimately will increase revenue and satisfaction." Thom Ray, General Manager, British Telecom "Everything seems so complex these days. But Barlow and Mller have taken a tough issue and made it accessible, not only in the world of business, but also in our personal lives. I will never experience a complaint as destructive again." Russ Volckmann, PhD, Publisher and Editor, Integral Leadership Review "In the convenience store business, after speed of delivery, service is everything. A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis." Lee Barnes, President, Family Fare Convenience Stores "This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial makeover." Rick Brandon, coauthor of Survival of the Savvy "This book treats service recovery as an art. The true test of a great brand is to lever- age the opportunity to forge a new customer relationship. Through a careful blend of analytics, business creativity, and examples, these pages will convince you that complaints truly are gifts! Mike English, Vice President, Customer Contact Centers, Starwood Hotels & Resorts Worldwide, Inc. "This book's concept is a mind-set that we at Royal Plaza on Scotts, Singapore have adopted to complement our brand promise. We have ingrained its importance among all our staff to be genuinely grateful for our guests' feedback, whether favor- able or not." Patrick Garcia Fiat, General Manager, Royal Plaza on Scotts, Singapore "This book is spot on. It gets back to the fundamentals that drive our industry. The authors take you through the process of addressing a negative guest experience and turning that same guest into a Guest for Life. The title of this book could not be truer." Rich Hicks, President, Tin Star Restaurants "We have one of the most spectacular sites in the world: the Sky Walk at Grand Canyon West. And we still get complaints! This book can help any organization achieve its customer experience goals. This concept works extremely well across many different cultures. This is very important today towards creating a truly international flavor regarding the customer experience." Waylon Honga, CEO, Grand Canyon West "This book is for any executive who understands that truly satisfied clients breed the best opportunities for more clients, A Complaint Is a Gift is a powerful tool to be shared company-wide." Andy Jorishie, Senior Vice President, Ideas and Innovation, The Zimmerman Agency "This book is a piece of art. I recommend it to anyone seeking excellence and learning about customer care in general and complaints in particular!" Omran Al Shansi, Senior Complaint Manager, Emirates Telecommunications Corporation
Synopsis
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 shift products, service style and market focus. This guide explains how to use customer complaints to get ahead, make more money, and expand customer loyalty., 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 Mller 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., 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.
LC Classification Number
HF5415.5.B367 1996
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gulfcoastllc
99,5% positive Bewertungen•1.4 Mio. Artikel verkauft
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- o***u (1630)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufMUCH BETTER THAN DESCRIBED!! It's like a brand new book but they only listed it as "good" so I'm very impressed and happy about my order! The service was fast and easy, they gave me an incredible offer I couldn't refuse, and I greatly appreciate it! The book looks like it came right from the store so it looks great, so great quality overall! Shipping was fast & they packaged it per the norm for book stores so everything was A++++. I can HIGHLY RECOMMEND them for sure & will buy from them again!
- a***9 (75)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufI would DEFINITELY purchase from this seller again. Seller might want to add more pics and better description because there was a tear on the back dust jacket that wasn’t mentioned. Could’ve happened during shipping so I’m not holding it against the seller. I fixed with tape on the inside of jacket. No harm/no foul. The seller had a more than generous price for this book + free shipping. NO complaints. Hence, I would purchase from this seller again without hesitation.
- a***t (1163)- Bewertung vom Käufer.Letztes JahrBestätigter KaufPerfection. A++++ Five Star Seller. Pleasant to deal with. I received an incredible value on my purchase. My order was packaged with care and arrived in like new condition! It was just as described in the listing. The seller wasted no time in updating me with tracking information and shipped out. The order arrived quickly. I am pleased with all the aspects of my purchase and would look forward to doing more business in the future. Highly Recommended! Thank you, well done!Once Upon a Town: The Miracle of the North- 9780060081966, Bob Greene, hardcover (Nr. 305441282671)
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gulfcoastllc
99,5% positive Bewertungen•1.4 Mio. Artikel verkauft
Angemeldet als gewerblicher Verkäufer
Verkäuferbewertungen (379'854)
- o***u (1630)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufMUCH BETTER THAN DESCRIBED!! It's like a brand new book but they only listed it as "good" so I'm very impressed and happy about my order! The service was fast and easy, they gave me an incredible offer I couldn't refuse, and I greatly appreciate it! The book looks like it came right from the store so it looks great, so great quality overall! Shipping was fast & they packaged it per the norm for book stores so everything was A++++. I can HIGHLY RECOMMEND them for sure & will buy from them again!
- a***9 (75)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufI would DEFINITELY purchase from this seller again. Seller might want to add more pics and better description because there was a tear on the back dust jacket that wasn’t mentioned. Could’ve happened during shipping so I’m not holding it against the seller. I fixed with tape on the inside of jacket. No harm/no foul. The seller had a more than generous price for this book + free shipping. NO complaints. Hence, I would purchase from this seller again without hesitation.
- a***t (1163)- Bewertung vom Käufer.Letztes JahrBestätigter KaufPerfection. A++++ Five Star Seller. Pleasant to deal with. I received an incredible value on my purchase. My order was packaged with care and arrived in like new condition! It was just as described in the listing. The seller wasted no time in updating me with tracking information and shipped out. The order arrived quickly. I am pleased with all the aspects of my purchase and would look forward to doing more business in the future. Highly Recommended! Thank you, well done!Once Upon a Town: The Miracle of the North- 9780060081966, Bob Greene, hardcover (Nr. 305441282671)