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Description - A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow

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, 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.

Buy A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow from Australia's Online Independent Bookstore, Boomerang Books.

Book Details

ISBN: 9781576755822
ISBN-10: 1576755827
Format: Paperback
(90mm x 60mm x 9mm)
Pages: 287
Imprint: Berrett-Koehler
Publisher: Berrett-Koehler
Publish Date: 1-Aug-2008
Country of Publication: United States

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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.