A complaint is a gift
Subtitle: recovering customer loyalty when things go wrong
By: Janelle Barlow and Claus Møller.
Contributors: Møller, Claus, 1942-
Publisher: Berrett-Koehler Publishers
Published: 2008
Place of publication: San Francisco, Calif
Language: eng
ISBN-13: 9781576755822
Subjects: Consumer complaints; Customer services
Notes: Includes bibliographical references and index.
Table of contents: title: A complaint is a gift strategy; title: Complaints: necessary evil or opportunities?; title: Capitalizing on complaints; title: Why most customers don't complain; title: In the mind of the complaining customer; title: The gift formula; title: Creating better customers with goodwill; title: When customers go ballistic; title: It's all in the words: responding to written complaints; title: From a whisper to a global shout; title: When feedback gets personal; title: When you complain, make sure you are giving a gift.