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A Complaint is a Gift: Using Customer Feedback as a Strategic Tool: Recovering Customer Loyalty When Things Go Wrong - Softcover
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.
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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.
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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. 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. Seller Inventory # 00108958611
Stock Image
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Good. 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. Seller Inventory # 00096541595
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A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Published by
Berrett-Koehler Publishers, 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
paperback
Seller: Gulf Coast Books, Cypress, TX, U.S.A.
Seller rating 5 out of 5 stars
paperback. Condition: Fair. Seller Inventory # 1881052818-4-37332027
Stock Image
A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Published by
Berrett-Koehler Publishers, 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
paperback
Seller: Your Online Bookstore, Houston, TX, U.S.A.
Seller rating 5 out of 5 stars
paperback. Condition: Good. Seller Inventory # 1881052818-3-37443534
Seller Image
A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Published by
Berrett-Koehler Publishers, 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
Softcover
Seller: Greenworld Books, Arlington, TX, U.S.A.
Seller rating 5 out of 5 stars
Condition: good. Fast Free Shipping â" Good condition. It may show normal signs of use, such as light writing, highlighting, or library markings, but all pages are intact and the book is fully readable. A solid, complete copy that's ready to enjoy. Seller Inventory # GWV.1881052818.G
Seller Image
A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Published by
Berrett-Koehler Publishers, 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
Softcover
Seller: Greenworld Books, Arlington, TX, U.S.A.
Seller rating 5 out of 5 stars
Condition: very_good. Fast Free Shipping â" Very Good condition book with a firm cover and clean pages. Shows normal use and some light wear or limited notes markings. A solid, nice copy to enjoy. Seller Inventory # GWV.1881052818.VG
Seller Image
A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Published by
Berrett-Koehler Publishers, 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
Softcover
Seller: ZBK Books, Carlstadt, NJ, U.S.A.
Seller rating 5 out of 5 stars
Condition: good. Fast & Free Shipping â" Good condition. It may show normal signs of use, such as light writing, highlighting, or library markings, but all pages are intact and the book is fully readable. A solid, complete copy that's ready to enjoy. Seller Inventory # ZWV.1881052818.G
Seller Image
A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Published by
Berrett-Koehler Publishers, 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
Softcover
Seller: ZBK Books, Carlstadt, NJ, U.S.A.
Seller rating 5 out of 5 stars
Condition: very_good. Fast & Free Shipping â" Very Good condition book with a firm cover and clean pages. Shows normal use and some light wear or limited notes markings. A solid, nice copy to enjoy. Seller Inventory # ZWV.1881052818.VG
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A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Published by
Berrett-Koehler Publishers (edition 1), 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
Paperback
Seller: BooksRun, Philadelphia, PA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Fair. 1. The item might be beaten up but readable. May contain markings or highlighting, as well as stains, bent corners, or any other major defect, but the text is not obscured in any way. Seller Inventory # 1881052818-7-1-13
Stock Image
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Published by
Berrett-Koehler Publishers, 1996
ISBN 10: 1881052818
ISBN 13: 9781881052814
Used
paperback
Seller: Bookmonger.Ltd, HILLSIDE, NJ, U.S.A.
Seller rating 5 out of 5 stars
paperback. Condition: Very Good. Crease on cover*. Seller Inventory # mon0000706322