Logotipo librería Marcial Pons
A complaint is a gift.

A complaint is a gift.
Using customer feedback as a strategic tool

  • ISBN: 9781881052814
  • Editorial: Berrett-Koehler Publishers
  • Lugar de la edición: San Francisco. None
  • Encuadernación: Rústica
  • Medidas: 23 cm
  • Nº Pág.: 222
  • Idiomas: Inglés

Papel: Rústica
18,95 €
Stock en librerías. Envío en 24/48 horas


Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose-meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively shift products, service style, and market focus. Unfortunately many businesses dodge responsibility for a customer's dissatisfaction, believing that complaining customers are trying to get something for free or that the problem is the customer's fault. Businesses who don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. A Complaint Is a Gift shifts the paradigm about how complaints are viewed by business. By presenting dozens of striking examples and research studies, Janelle Barlow and Claus Mller show that companies must view complaints as gifts if they are to have loyal customers. A Complaint Is a Gift is a "how to" book for those who want to turn complaints into a strategic tool to increase business and customer satisfaction, and to learn something new about products and services. It is filled with practical guidance: * how to behave as if complaints are gifts * how to use communication principles to handle upset customers * how to respond to written complaints * how to handle personal criticism, and more


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