Book description
The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback – in fact, they’re your best bargain in market research. Customer complaints can give businesses a wake-up call when they’re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal.
Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers – even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your 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.
Table of contents
- Cover Page
- Title Page
- Copyright Page
- Dedication
- Contents
- Foreword
- Introduction: The Customer Speaks
- PART ONE: Complaints: Lifeline to the Customer
- PART TWO: Putting the Complaint Is a Gift Strategy into Practice
- PART THREE: Dishing It Out and Taking It In: The Personal Side of Complaints
- Conclusion: Looking to the Future
- Notes
- Acknowledgments
- Index
- About the Authors
Product information
- Title: A Complaint Is a Gift, 2nd Edition
- Author(s):
- Release date: August 2008
- Publisher(s): Berrett-Koehler Publishers
- ISBN: 9781609944438
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