A Complaint Is a Gift: Using Customer Feedback as a Strategic

A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool

A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively.
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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 feedbackâ€”in fact, theyâ€™re your best bargain in market research. Customer complaints can give businesses a wake-up call when theyâ€™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.
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Using numerous real-life examples, authors Janelle Barlow and Claus MÃ¸ller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customersâ€“even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; 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.
Country USA
Brand Berrett-Koehler
Manufacturer Berrett-Koehler Publishers
Binding Paperback
ItemPartNumber 9781576755822
Color Blue
ReleaseDate 2008-08-01
UnitCount 1
EANs 9781576755822

Country	USA
Brand	Berrett-Koehler
Manufacturer	Berrett-Koehler Publishers
Binding	Paperback
ItemPartNumber	9781576755822
Color	Blue
ReleaseDate	2008-08-01
UnitCount	1
EANs	9781576755822

A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool

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