A complaint is a gift [electronic resource] : recovering customer loyalty when things go wrong / Janelle Barlow, Claus M�ller.

By: Contributor(s): Material type: BookBookPublication details: San Francisco, Calif. : Berrett-Koehler Publishers, c2008.Edition: 2nd edDescription: x, 287 pSubject(s): Genre/Form: DDC classification:
  • 658.8/343 22
LOC classification:
  • HF5415.52 .B37 2008eb
Online resources:
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.
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Item type Current library Call number Status Date due Barcode
E-Books E-Books Main Library 658.8/343 (Browse shelf(Opens below)) Available EB233

Includes bibliographical references (p. 251-271) and index.

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.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.

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