A complaint is a gift recovering customer loyalty when things go wrong /
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| Format: | Électronique eBook |
| Langue: | anglais |
| Publié: |
San Francisco, Calif. :
Berrett-Koehler Publishers,
c2008.
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| Édition: | 2nd ed. |
| Sujets: | |
| Accès en ligne: | An electronic book accessible through the World Wide Web; click to view |
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Table des matières:
- 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.