A complaint is a gift recovering customer loyalty when things go wrong /
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| Формат: | Электронный ресурс eКнига |
| Язык: | английский |
| Опубликовано: |
San Francisco, Calif. :
Berrett-Koehler Publishers,
c2008.
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| Редактирование: | 2nd ed. |
| Предметы: | |
| Online-ссылка: | An electronic book accessible through the World Wide Web; click to view |
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Оглавление:
- 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.