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A complaint is a gift : using customer feedback as a strategic tool

Author: Janelle Barlow; Claus Møller
Publisher: San Francisco : Berrett-Koehler Publishers, ©1996.
Edition/Format:   eBook : Document : English : 1st edView all editions and formats
Summary:
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Barlow, Janelle, 1943-
Complaint is a gift.
San Francisco : Berrett-Koehler Publishers, ©1996
(DLC) 95052763
(OCoLC)33983481
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Janelle Barlow; Claus Møller
ISBN: 0585272360 9780585272368 9781881052814 1881052818
OCLC Number: 45727644
Description: 1 online resource (x, 222 pages) : illustrations
Contents: The complaint-as-gift philosophy --
The biggest bargin in market research --
What dissatisfied customers say, do, and want --
Why most customers do not complain --
The links between complaining customers, service recovery, and continuous improvement --
The gift formula --
Five principles for turning terrorist customers into partners --
Responding to written complaints --
"Ouch! That hurts!": handling personal criticism --
Generating more complaints: toll-free numbers and other strategies --
Creating complaint-friendly policies --
Developing a complaint-friendly culture --
Creating a complaint-friendly for internal customers --
Implementing a complaint-friendly organization.
Responsibility: Janelle Barlow and Claus Møller.
More information:

Abstract:

Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.

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