August 2008
Intermediate to advanced
250 pages
7h 31m
English
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PART TWO
Putting the Complaint Is a Gift Strategy into Practice
How you talk about complaints shapes how you think about them. If you want to behave as if complaints are gifts, it helps to speak the language of complaints as gifts. This second part of the book begins by explaining the Gift Formula, an eight-step response to complaining customers. With practice, this approach can become second nature. Just as we thank a friend for a birthday gift, so too can we respond to a complaint as if it is a gift.
We will also look at strategies to increase goodwill. When complaint handlers interact with customers, especially if the customers are likely to ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.