A complaint is a gift recovering customer loyalty when things go wrong /
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| Main Author: | |
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| Corporate Author: | |
| Other Authors: | |
| Format: | Electronic eBook |
| Language: | English |
| Published: |
San Francisco, Calif. :
Berrett-Koehler Publishers,
c2008.
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| Edition: | 2nd ed. |
| Subjects: | |
| Online Access: | An electronic book accessible through the World Wide Web; click to view |
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Table of Contents:
- 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.