A complaint is a gift recovering customer loyalty when things go wrong /
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| Main Author: | |
|---|---|
| Corporate Author: | |
| Other Authors: | |
| Format: | Electronic eBook |
| Language: | English |
| Published: |
San Francisco, Calif. :
Berrett-Koehler Publishers,
c2008.
|
| Edition: | 2nd ed. |
| Subjects: | |
| Online Access: | An electronic book accessible through the World Wide Web; click to view |
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| 001 | 0000111672 | ||
| 005 | 20171002055858.0 | ||
| 006 | m u | ||
| 007 | cr cn||||||||| | ||
| 008 | 080418s2008 cau sb 001 0 eng | ||
| 010 | |z 2008017877 | ||
| 020 | |z 9781576755822 (pbk. : alk. paper) | ||
| 035 | |a (CaPaEBR)ebr10315444 | ||
| 035 | |a (OCoLC)309149178 | ||
| 040 | |a CaPaEBR |c CaPaEBR | ||
| 050 | 1 | 4 | |a HF5415.52 |b .B37 2008eb |
| 082 | 0 | 4 | |a 658.8/343 |2 22 |
| 100 | 1 | |a Barlow, Janelle, |d 1943- | |
| 245 | 1 | 2 | |a A complaint is a gift |h [electronic resource] : |b recovering customer loyalty when things go wrong / |c Janelle Barlow, Claus Møller. |
| 250 | |a 2nd ed. | ||
| 260 | |a San Francisco, Calif. : |b Berrett-Koehler Publishers, |c c2008. | ||
| 300 | |a x, 287 p. | ||
| 504 | |a Includes bibliographical references (p. 251-271) and index. | ||
| 505 | 0 | |a 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. | |
| 533 | |a Electronic reproduction. |b Palo Alto, Calif. : |c ebrary, |d 2013. |n Available via World Wide Web. |n Access may be limited to ebrary affiliated libraries. | ||
| 650 | 0 | |a Consumer complaints. | |
| 650 | 0 | |a Customer services. | |
| 655 | 7 | |a Electronic books. |2 local | |
| 700 | 1 | |a Møller, Claus, |d 1942- | |
| 710 | 2 | |a ebrary, Inc. | |
| 856 | 4 | 0 | |u http://site.ebrary.com/lib/daystar/Doc?id=10315444 |z An electronic book accessible through the World Wide Web; click to view |
| 908 | |a 170314 | ||
| 942 | 0 | 0 | |c EB |
| 999 | |c 100822 |d 100822 | ||