A complaint is a gift [[electronic resource] ] : recovering customer loyalty when things go wrong / / Janelle Barlow, Claus Møller
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| Autore: |
Barlow Janelle <1943->
|
| Titolo: |
A complaint is a gift [[electronic resource] ] : recovering customer loyalty when things go wrong / / Janelle Barlow, Claus Møller
|
| Pubblicazione: | San Francisco, Calif., : Berrett-Koehler Publishers, c2008 |
| Edizione: | 2nd ed. |
| Descrizione fisica: | 1 online resource (305 p.) |
| Disciplina: | 658.8/343 |
| Soggetto topico: | Consumer complaints |
| Customer services | |
| Soggetto genere / forma: | Electronic books. |
| Altri autori: |
MøllerClaus <1942->
|
| Note generali: | Description based upon print version of record. |
| Nota di bibliografia: | Includes bibliographical references (p. 251-271) and index. |
| Nota di contenuto: | 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. |
| Sommario/riassunto: | 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. |
| Titolo autorizzato: | A complaint is a gift |
| ISBN: | 1-282-29927-1 |
| 9786612299278 | |
| 1-57675-946-6 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910454168403321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |
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