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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.
Series: BusinessPro collection.
Edition/Format:   eBook : Document : English : 2nd edView all editions and formats
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Genre/Form: Livres électroniques
Additional Physical Format: Print version:
Barlow, Janelle.
Complaint is a gift.
San Francisco, Calif. : Berrett-Koehler Publishers, ©2008
(DLC) 2008017877
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Janelle Barlow; Claus Møller
ISBN: 1576755827 9781576755822
OCLC Number: 748903107
Notes: Titre de l'écran-titre (visionné le 8 août 2011).
TRAITEMENT SOMMAIRE.
Description: 1 online resource
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.
Series Title: BusinessPro collection.
Responsibility: Janelle Barlow, Claus Møller.

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