| Edition |
First edition. |
| Description |
x, 222 pages : illustrations ; 23 cm |
| Bibliography |
Includes bibliographical references (pages 199-210) and index. |
| Contents |
The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization. |
| Subject |
Consumer complaints.
|
|
Customer services.
|
| Added Author |
Møller, Claus, 1942-
|
| ISBN |
1881052818 alkaline paper |
|
