A Complaint is a Gift: Using Customer Feedback as a Strategic Tool: Recovering Customer Loyalty When Things Go Wrong - Softcover

Barlow

Softcover

ISBN 10: 1881052818 ISBN 13: 9781881052814

Publisher: Berrett-Koehler, 1996

Synopsis

Two business experts explain how to use customer complaints as a valuable feedback resource to overcome customer dissatisfaction, increase communication, expand customer loyalty, find solutions to problems, and more. Original. $50,000 first printing. Tour. IP.

About this title

About the Author

JANELLE BARLOW, PhD, knows a lot about feedback, having spent more than thirty years receiving critiques about her speeches and seminars to management groups, her writing, and even her management style. And that's not counting all the feedback she gets from her family. Her keen sense for diverse ideas and approaches to management was shaped in part by living in Asia for three years. Even today she spends a great deal of her time traveling the world, speaking to audiences on the topics of complaint handling and branded service. She works with clients to help them handle complaints, brand their service cultures, and create genuine organizational change. Janelle became president of TMI US in 1996. A member of the National Speakers Association, she has earned the designation of Certified Speaking Professional. She currently sits on the Council of the International Federation for Professional Speakers.... Her doctorate is from the University of California, Berkeley, where she studied both political science and education. She also has a master's degree in international relations from the University of Pittsburgh and a master's in psychology from Sonoma State University.

Synopsis

This work demonstrates how companies can use complaints as a strategic tool to actually increase business. It offers a complete "Complaints Policy" that readers can implement in their companies and presents numerous real-life examples of good (and poor) complaint handling.

Edition details

• Publisher: Berrett-Koehler
• Publication date: 1996
• Language: English
• ISBN 10: 1881052818
• ISBN 13: 9781881052814
• Binding: Paperback
• Edition number: 2
• Number of pages: 222