| Edition |
1st ed. |
| Description |
1 online resource (x, 222 pages) : illustrations |
| Bibliography |
Includes bibliographical references (pages 199-210) and index. |
| Summary |
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers. |
| 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. |
| Note |
Print version record. |
| Subject |
Consumer complaints.
|
|
Customer services.
|
|
Comsumer Satisfaction.
|
|
BUSINESS & ECONOMICS -- Customer Relations.
|
|
Consumer complaints. (OCoLC)fst00876254
|
|
Customer services. (OCoLC)fst00885545
|
| Genre/Form |
Electronic books.
|
| Added Author |
Møller, Claus, 1942-
|
| Other Form: |
Print version: Barlow, Janelle, 1943- Complaint is a gift. 1st ed. San Francisco : Berrett-Koehler Publishers, ©1996 1881052818 (DLC) 95052763 (OCoLC)33983481 |
| ISBN |
0585272360 (electronic bk.) |
|
9780585272368 (electronic bk.) |
|
