A complaint is a gift
Subtitle: using customer feedback as a strategic tool
By: Janelle Barlow and Claus Møller
Contributors: Møller, Claus, 1942-
Edition: 1st ed.
Publisher: Berrett-Koehler Publishers
Published: 1996
Place of publication: San Francisco
Language: eng
Number of pages: 222
ISBN-13: 9781881052814
Subjects: Plaintes; Consumer complaints; Klantgerichtheid; Customer services; Comsumer Satisfaction; Klantenservice; Consommateurs; Service à la clientèle; Klachten
Notes: Includes bibliographical references (p. 199-210) and index.
Table of contents: title: The complaint-as-gift philosophy; title: The biggest bargin in market research; title: What dissatisfied customers say, do, and want; title: Why most customers do not complain; title: The links between complaining customers, service recovery, and continuous improvement; title: The gift formula; title: Five principles for turning terrorist customers into partners; title: Responding to written complaints; title: "Ouch! That hurts!": handling personal criticism; title: Generating more complaints: toll-free numbers and other strategies; title: Creating complaint-friendly policies; title: Developing a complaint-friendly culture; title: Creating a complaint-friendly for internal customers; title: Implementing a complaint-friendly organization.