Coverart for item
The Resource A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller

A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller

Label
A complaint is a gift : recovering customer loyalty when things go wrong
Title
A complaint is a gift
Title remainder
recovering customer loyalty when things go wrong
Statement of responsibility
Janelle Barlow, Claus Møller
Creator
Contributor
Subject
Genre
Language
eng
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
Cataloging source
N$T
http://library.link/vocab/creatorDate
1943-
http://library.link/vocab/creatorName
Barlow, Janelle
Dewey number
658.8/343
Index
index present
LC call number
HF5415.52
LC item number
.B37 2008eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorDate
1942-
http://library.link/vocab/relatedWorkOrContributorName
Møller, Claus
http://library.link/vocab/subjectName
  • Consumer complaints
  • Customer services
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Consumer complaints
  • Customer services
  • Business
  • Nonfiction
Label
A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller
Instantiates
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references (pages 251-271) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift
Control code
309149178
Dimensions
unknown
Edition
2nd ed.
Extent
1 online resource (x, 287 pages)
File format
unknown
Form of item
online
Isbn
9781609944438
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
http://library.link/vocab/ext/overdrive/overdriveId
  • cl0500000029
  • 181d169a-1e16-4f23-b9d6-68b964a1383c
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)309149178
Label
A complaint is a gift : recovering customer loyalty when things go wrong, Janelle Barlow, Claus Møller
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references (pages 251-271) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift
Control code
309149178
Dimensions
unknown
Edition
2nd ed.
Extent
1 online resource (x, 287 pages)
File format
unknown
Form of item
online
Isbn
9781609944438
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
http://library.link/vocab/ext/overdrive/overdriveId
  • cl0500000029
  • 181d169a-1e16-4f23-b9d6-68b964a1383c
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)309149178

Library Locations

    • Ellis LibraryBorrow it
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      38.944491 -92.326012
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      38.946102 -92.330125
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