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

Author: Janelle Barlow; Claus Møller; Tony Hsieh
Publisher: San Francisco, Calif : Berrett-Koehler, 2008.
Edition/Format:   Print book : English : [2nd ed. rev. and expanded]View all editions and formats
Summary:

Introduces the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback. Using numerous real-life examples, A  Read more...

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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Janelle Barlow; Claus Møller; Tony Hsieh
ISBN: 9781576755822 1576755827
OCLC Number: 600900875
Description: x, 287 S
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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