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A complaint is a gift : recovering customer loyalty when things go wrong

Author: Janelle Barlow; Claus Møller
Publisher: San Francisco, Calif. : Berrett-Koehler Publishers, ©2008.
Edition/Format:   Print book : English : 2nd ed., rev. and expandedView all editions and formats
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Genre/Form: Guides, manuels, etc
Document Type: Book
All Authors / Contributors: Janelle Barlow; Claus Møller
ISBN: 9781576755822 1576755827
OCLC Number: 502916132
Description: x, 287 p
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.
Responsibility: Janelle Barlow, Claus Møller ; [foreword by Tony Hsieh].

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