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A Complaint Is a Gift
Autorzy:
Wydawca: Berrett-Koehler Publishers
Data wydania: 08.11.2022
Typ okładki:miękka okładka
EAN: 9781523002931
Opis
Opis
How to Learn from Critical Feedback and Recover Customer Loyalty
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.
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, authors Janelle Barlow and Claus Moller show 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 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.
Producent/osoba odpowiedzialna za bezpieczeństwo produktu
Phaidon SARL
gpsr@phaidon.com
+33155283839
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.
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, authors Janelle Barlow and Claus Moller show 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 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.
Producent/osoba odpowiedzialna za bezpieczeństwo produktu
Phaidon SARL
gpsr@phaidon.com
+33155283839
Szczegóły
Szczegóły
Data wydania: 08.11.2022
Liczba stron: 192
Wymiary: 15.2x22.9
Typ okładki:miękka okładka
Wydawca: Berrett-Koehler Publishers
Autorzy:
Tytuł:A Complaint Is a Gift
EAN: 9781523002931
Recenzje
Recenzje
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Nasza cena:94,94 zł
Cena katalogowa dostawcy: 126,90 zł
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