A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Barlow, Janelle; Møller, Claus
Language: English
Published by Berrett-Koehler Publishers, 2008
- Softcover
- Used
Seller: tLighthouse Books, Onekama, MI, U.S.A.tLighthouse Books
AbeBooks seller since November 21, 2023
Condition: Used - Fair
£ 5.24
Quantity: 1 available
Add to basketItem description from seller
Acceptable condition. Reading copy. May have signs of wear and previous use scuffs, library copy, highlighting, writing, and underlining . May have foxing, slight water damage or tears. 100% GUARANTEE! Shipped with delivery confirmation. If you're not satisfied with purchase please return item with no hassle.
Seller Inventory # HSV.1576755827.A
- Title
- A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
- Author
- Barlow, Janelle; Møller, Claus
- Publisher
- Berrett-Koehler Publishers
- Publication year
- 2008
- Condition
- acceptable
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 1576755827
- ISBN 13
- 9781576755822
- Edition
- 2nd Edition
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, authors Janelle Barlow and Claus Møller show 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 online; 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.
"Synopsis" may belong to another edition of this title.
About the Author
Claus Moller is founder and chairman of TMI. He acts as adviser to numerous governments and companies, and maintains a full-time international speaking career. He is the best-selling author of several books, including Putting People First.
"About the title" may belong to another edition of this title.
tLighthouse Books
Onekama, MI, U.S.A.
AbeBooks seller since November 21, 2023
Shipping rates within U.S.A.
| Item | 5 to 8 business days | 1 to 5 business days |
|---|---|---|
| First item | £ 5.96 | £ 17.90 |
Payment methods
Store description
Used books of all varieties.
Specialty
Literature, Fiction, Non-fiction, Poetry, History, Biography, Signed Books, etcSeller's business information
MI, U.S.A.
Terms of sale
We guarantee the condition of every book as it's described on the Abebooks web sites. If you're dissatisfied with your purchase (Incorrect Book/Not as Described/Damaged) or if the order hasn't arrived, you're eligible for a refund within 30 days of the estimated delivery date. If you've changed your mind about a book that you've ordered, please use the Ask bookseller a question link to contact us and we'll respond within 2 business days.
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to tLighthouse Books, Manistee, Michigan, U.S.A., without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.