An edition of A complaint is a gift (1996)

A complaint is a gift

using customer feedback as a strategic tool

1st ed.

My Reading Lists:

Create a new list

Check-In

×Close
Add an optional check-in date. Check-in dates are used to track yearly reading goals.
Today


Buy this book

Last edited by ImportBot
May 26, 2022 | History
An edition of A complaint is a gift (1996)

A complaint is a gift

using customer feedback as a strategic tool

1st ed.

This edition doesn't have a description yet. Can you add one?

Publish Date
Language
English
Pages
222

Buy this book

Previews available in: English

Edition Availability
Cover of: A complaint is a gift
A complaint is a gift: using customer feedback as a strategic tool
1996, Berrett-Koehler Publishers
in English - 1st ed.
Cover of: A complaint is a gift
A complaint is a gift: using customer feedback as a strategic tool
1996, Berrett-Koehler Publishers
in English - 1st ed.

Add another edition?

Book Details


Table of 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.

Edition Notes

Includes bibliographical references (p. 199-210) and index.

Published in
San Francisco

Classifications

Dewey Decimal Class
658.8/12
Library of Congress
HF5415.5 .B367 1996, HF5415.5.B367 1996

The Physical Object

Pagination
x, 222 p. :
Number of pages
222

ID Numbers

Open Library
OL24722958M
Internet Archive
complaintisgiftu00barl
ISBN 10
1881052818
ISBN 13
9781881052814
LCCN
95052763
OCLC/WorldCat
33983481

Community Reviews (0)

Feedback?
No community reviews have been submitted for this work.

Lists

This work does not appear on any lists.

History

Download catalog record: RDF / JSON
May 26, 2022 Edited by ImportBot import existing book
February 13, 2020 Edited by MARC Bot remove fake subjects
October 8, 2017 Edited by MARC Bot merge duplicate works of 'A complaint is a gift'
January 26, 2012 Edited by EdwardBot add books to in library lending
June 30, 2011 Created by ImportBot import new book