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

Author: Janelle Barlow; Claus Møller
Publisher: San Francisco : Berrett-Koehler Publishers, [2008] ©2008
Edition/Format:   Print book : English : Second, rev. and expanded editionView all editions and formats
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Document Type: Book
All Authors / Contributors: Janelle Barlow; Claus Møller
ISBN: 9781576755822 1576755827
OCLC Number: 893607868
Description: x, 287 pages ; 23 cm
Contents: Bevat: 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.

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Primary Entity

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