Janelle Barlow

A Complaint Is a Gift

Using Customer Feedback as a Strategic Tool

Buch

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 Møller 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 ad… Mehr

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Produktdetails

Weitere Autoren: MØLler, Claus

ISBN: 978-1-57675-582-2
EAN: 9781576755822
Produktnummer: 3659323
Verlag: Random House N.Y.
Sprache: Englisch
Erscheinungsjahr: 2008
Seitenangabe: 304 S.

Über den Autor

Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service. Claus Møller is the founder of TMI. He has written several books on management, which together have sold more than three million copies.