000			01793nam a2200337 a 4500
001			ebr10315444
003			CaPaEBR
006			m u
007			cr cn|||||||||
008			080418s2008 cau sb 001 0 eng
010			_z 2008017877
020			_z9781576755822 (pbk. : alk. paper)
040			_aCaPaEBR _cCaPaEBR
035			_a(OCoLC)309149178
050	1	4	_aHF5415.52 _b.B37 2008eb
082	0	4	_a658.8/343 _222
100	1		_aBarlow, Janelle, _d1943-
245	1	2	_aA complaint is a gift _h[electronic resource] : _brecovering customer loyalty when things go wrong / _cJanelle Barlow, Claus M�ller.
250			_a2nd ed.
260			_aSan Francisco, Calif. : _bBerrett-Koehler Publishers, _cc2008.
300			_ax, 287 p.
504			_aIncludes bibliographical references (p. 251-271) and index.
505	0		_aA 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.
533			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2013. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aConsumer complaints.
650		0	_aCustomer services.
655		7	_aElectronic books. _2local
700	1		_aM�ller, Claus, _d1942-
710	2		_aebrary, Inc.
856	4	0	_uhttp://site.ebrary.com/lib/welingkar/Doc?id=10315444 _zAn electronic book accessible through the World Wide Web; click to view
999			_c67136 _d67136