A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong


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Home Contact us Help Free delivery worldwide. Free delivery worldwide. Bestselling Series. Harry Potter. Popular Features. New Releases. Description A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. 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.

A Complaint is a Gift

Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. 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.

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Product details Format Paperback pages Dimensions 59 x 90 x 9mm A Complaint Is a Gift Strategy 2. Complaints: Necessary Evil or Opportunities? Capitalizing on Complaints 4.


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The Gift Formula 7. Creating Better Customers with Good Will 8.

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When Customers Go Ballistic 9. When Feedback Gets Personal And they show you exactly how to get your customer back, win a lot more business, and garner positive testimonials. Please type in your email address in order to receive an email with instructions on how to reset your password. Using numerous real-life examples, A Complaint Is a Gift shows 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 on the Internet; 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.

Complaint is a Gift: Recovering Customer Loyalty When Things Go Wrong / Edition 2

And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies. By clicking "Notify Me" you consent to receiving electronic marketing communications from Audiobooks. You will be able to unsubscribe at any time. Sign up Login.

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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

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