02694nam 2200637 a 450 991045416840332120200520144314.01-282-29927-197866122992781-57675-946-6(CKB)1000000000692685(EBL)407831(OCoLC)437247334(SSID)ssj0000074211(PQKBManifestationID)11107735(PQKBTitleCode)TC0000074211(PQKBWorkID)10121505(PQKB)11338665(MiAaPQ)EBC407831(CaSebORM)9781576755822(Au-PeEL)EBL407831(CaPaEBR)ebr10315444(CaONFJC)MIL229927(EXLCZ)99100000000069268520080418d2008 uy 0engur|n|---|||||txtccrA complaint is a gift[electronic resource] recovering customer loyalty when things go wrong /Janelle Barlow, Claus Møller2nd ed.San Francisco, Calif. Berrett-Koehler Publishersc20081 online resource (305 p.)0Description based upon print version of record.1-57675-582-7 Includes bibliographical references (p. 251-271) and index.A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift.A completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can be used to improve an organization's goods and services. Features new chapters on the Internet, not taking complaints personally, and complaining effectively yourself, as well as new examples, tools and strategies.0Consumer complaintsCustomer servicesElectronic books.Consumer complaints.Customer services.658.8/343Barlow Janelle1943-926338Møller Claus1942-1037929MiAaPQMiAaPQMiAaPQBOOK9910454168403321A complaint is a gift2459194UNINA