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010   $a9786612299278
010   $a1-57675-946-6
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100   $a20080418d2008      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 12$aA complaint is a gift$b[electronic resource] $erecovering customer loyalty when things go wrong /$fJanelle Barlow, Claus Møller
205   $a2nd ed.
210   $aSan Francisco, Calif. $cBerrett-Koehler Publishers$dc2008
215   $a1 online resource (305 p.)
225 1 $a0
300   $aDescription based upon print version of record.
311   $a1-57675-582-7 
320   $aIncludes bibliographical references (p. 251-271) and index.
327   $aA 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.
330   $aA completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can be used to improve an organization's goods and services. Features new chapters on the Internet, not taking complaints personally, and complaining effectively yourself, as well as new examples, tools and strategies.
410  0$a0
606   $aConsumer complaints
606   $aCustomer services
608   $aElectronic books.
615  0$aConsumer complaints.
615  0$aCustomer services.
676   $a658.8/343
700   $aBarlow$b Janelle$f1943-$0926338
701   $aMøller$b Claus$f1942-$01037929
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910454168403321
996   $aA complaint is a gift$92459194
997   $aUNINA

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020   $a0226263479
035   $ab12494203-39ule_inst
035   $aARCHE-052747$9ExL
040   $aDip.to Lingue$bita$cA.t.i. Arché s.c.r.l. Pandora Sicilia s.r.l.
082 04$a823.9
100 1 $aFriedman, Melvin J.$0175287
245 10$aSamuel Beckett now /$cedited and with an introduction by Melvin J. Friedman
260   $aChicago :$bThe University of Chicago Press,$c1975
300   $aXII, 297 p. ;$c21 cm
600 14$aBeckett, Samuel
907   $a.b12494203$b02-04-14$c13-11-03
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996   $aSamuel Beckett now$9183478
997   $aUNISALENTO
998   $ale012$b13-11-03$cm$da  $e-$feng$gxxu$h0$i1