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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong als Taschenbuch
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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

Recovering Customer Loyalty When Things Go Wrong. Revised, Expand. Sprache: Englisch.
Taschenbuch
The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, t... weiterlesen
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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong als Taschenbuch

Produktdetails

Titel: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Autor/en: Janelle Barlow, Claus Moller

ISBN: 1576755827
EAN: 9781576755822
Recovering Customer Loyalty When Things Go Wrong.
Revised, Expand.
Sprache: Englisch.
BERRETT-KOEHLER

24. September 2008 - kartoniert - 287 Seiten

Beschreibung

The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus Møller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer-even when you have to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you 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.

Inhaltsverzeichnis

Part I: Complaints Lifeline to the Customer
1. Complaint-As-Gift Philosophy
2. The Biggest Bargain in Market Research
3. Why Most Complaints Do Not Complain
4. What Complaining Customers Say, Do, and Want
5. How to Learn from Your Customer Complaints
6. From a Whisper to a Global ShoutPart II: Putting the Complaint-as-Gift Philosophy into Practice
7.The Gift Formula
8. When Customers Go Ballistic
9.Creating Good Will by Increasing the Customer's Tolerance Zone
10.Saying No and Still Retaining the Good Will with Your Customer
11.Responding to Written Complaints
12.You're Not Defenseless: Using the Web To Your Advantage
13.Creating a Complaint Friendly OrganizationPart III: Handling Complaints Directed at You
14. How Do I Handle Criticism? Building Your Defenses Against Complaints
15. Learning to take Every Ounce of Learning from ComplaintsPart IV: Making Your Own Voice Heard: When You Complain
16. Complain As If You Were Receiving the Complaint
17. How To Get Your Complaint Heard by Someone Who Will do Something About It
18. Complaining Within Your Organization and Friends and Family

Portrait

Janelle Barlow is president and owner of TMI US. Her clients include Hewlett-Packard, Chevron, Exxon, Genentech, Avon Cosmetics, Kaiser Permanente Hospitals, and many others. She also sits on the board of the National Speaker's Association

Pressestimmen

"Barlow and Møller reveal why a complaining customer can be a company's most valuable asset. And they show you exactly how to get your customer back, win a lot more business, and garner positive testimonials. If success in business is important to you, you want to read this book!"
Ron Kaufman, author and Founder of UP Your Service! College

"For businesses spending an ever-increasing amount of money researching customers' expectations, this book is a breath of fresh air. This book could have been aptly titled 'Converting Common Sense into Business Cents.' "
Paul Clark, General Manager, Customer Services, Country Energy, Australia

"A Complaint Is a Gift provides a great means for explaining how a company can provide service excellence and handle complaints through improved customer relationships, which ultimately will increase revenue and satisfaction."
Thom Ray, General Manager, British Telecom

"Everything seems so complex these days. But Barlow and Møller have taken a tough issue and made it accessible, not only in the world of business, but also in our personal lives. I will never experience a complaint as destructive again."
Russ Volckmann, PhD, Publisher and Editor, Integral Leadership Review

"In the convenience store business, after speed of delivery, service is everything. A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis."
Lee Barnes, President, Family Fare Convenience Stores

"This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial makeover."
Rick Brandon, coauthor of Survival of the Savvy

"This book treats service recovery as an art. The true test of a great brand is to lever- age the opportunity to forge a new customer relationship. Through a careful blend of analytics, business creativity, and examples, these pages will convince you that complaints truly are gifts!
Mike English, Vice President, Customer Contact Centers, Starwood Hotels & Resorts Worldwide, Inc.

"This book's concept is a mind-set that we at Royal Plaza on Scotts, Singapore have adopted to complement our brand promise. We have ingrained its importance among all our staff to be genuinely grateful for our guests' feedback, whether favor- able or not."
Patrick Garcia Fiat, General Manager, Royal Plaza on Scotts, Singapore

"This book is spot on. It gets back to the fundamentals that drive our industry. The authors take you through the process of addressing a negative guest experience and turning that same guest into a Guest for Life. The title of this book could not be truer."
Rich Hicks, President, Tin Star Restaurants

"We have one of the most spectacular sites in the world: the Sky Walk at Grand Canyon West. And we still get complaints! This book can help any organization achieve its customer experience goals. This concept works extremely well across many different cultures. This is very important today towards creating a truly international flavor regarding the customer experience."
Waylon Honga, CEO, Grand Canyon West

"This book is for any executive who understands that truly satisfied clients breed the best opportunities for more clients, A Complaint Is a Gift is a powerful tool to be shared company-wide."
Andy Jorishie, Senior Vice President, Ideas and Innovation, The Zimmerman Agency

"This book is a piece of art. I recommend it to anyone seeking excellence and learning about customer care in general and complaints in particular!"
Omran Al Shansi, Senior Complaint Manager, Emirates Telecommunications Corporation
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