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A complaint is a gift [electronic resource] : recovering customer loyalty when things go wrong / Janelle Barlow, Claus M�ller.

By: Barlow, Janelle, 1943-.
Contributor(s): M�ller, Claus, 1942- | ebrary, Inc.
Material type: materialTypeLabelBookPublisher: San Francisco, Calif. : Berrett-Koehler Publishers, c2008Edition: 2nd ed.Description: x, 287 p. ; 23 cm.Subject(s): Consumer complaints | Customer servicesGenre/Form: Electronic books.DDC classification: 658.8/343 Online resources: An electronic book accessible through the World Wide Web; click to view
Contents:
A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift.
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Includes bibliographical references (p. 251-271) and index.

A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2009. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.

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