A Complaint is a Gift
Recovering Customer Loyalty When Things Go Wrong 2nd Revised edition
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Complaint is a Gift by Janelle Barlow
Book DescriptionThe 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, 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 of 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. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
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Book DetailsISBN: 9781576755822
(90mm x 60mm x 8mm)
Publish Date: 1-Sep-2008
Country of Publication: United States
Books By Author Janelle Barlow
Smart Videoconferencing, Paperback (August 2002)
In recent years, videoconferencing technology has improved significantly as equipment prices have dropped. Smart Videoconferencing demonstrates how to integrate this technology into business communications.
Emotional Value: Creating Strong Bonds with Your Customers, Hardback (April 2000)» View all books by Janelle Barlow
Details a practice for adding "Emotional Value" to customers' experiences and to those of staff. The practices show that by understanding the critical role emotions play in creating customer experiences, organisations can take their service to new levels.
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Author Biography - Janelle Barlow
Janelle Barlow is president and owner of TMI US. Her clients include Hewlett-Packard, Chevron, Exxon, Genentech, Avon Cosmetics, Kaiser Permanente Hospitals, and many others. She also sits on the board of the National Speaker's Association 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.
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