A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

3,97 valoración promedio
( 92 valoraciones por Goodreads )
 
9781576755822: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Ver todas las copias de esta edición ISBN.
 
 

Book by Barlow Janelle Mller Claus

"Sinopsis" puede pertenecer a otra edición de este libro.

Críticas:

"Barlow and Moller reveal why a complaining customer can be a company's most valuable asset. And they show you exactly how to get your customer back, win a lot more business, and garner positive testimonials. If success in business is important to you, you want to read this book!"
Ron Kaufman, author and Founder of UP Your Service! College

"For businesses spending an ever-increasing amount of money researching customers' expectations, this book is a breath of fresh air. This book could have been aptly titled 'Converting Common Sense into Business Cents.' "
Paul Clark, General Manager, Customer Services, Country Energy, Australia

"A Complaint Is a Gift provides a great means for explaining how a company can provide service excellence and handle complaints through improved customer relationships, which ultimately will increase revenue and satisfaction."
Thom Ray, General Manager, British Telecom

"Everything seems so complex these days. But Barlow and Moller have taken a tough issue and made it accessible, not only in the world of business, but also in our personal lives. I will never experience a complaint as destructive again."
Russ Volckmann, PhD, Publisher and Editor, Integral Leadership Review

"In the convenience store business, after speed of delivery, service is everything. A Complaint Is a Gift drills down to the conditions necessary to make service recovery happen on a consistent basis."
Lee Barnes, President, Family Fare Convenience Stores

"This book provides an inspirational attitude shift for service employees, a how-to formula for service recovery when faced with tough complaints, and a managerial makeover."
Rick Brandon, coauthor of Survival of the Savvy

"This book treats service recovery as an art. The true test of a great brand is to lever- age the opportunity to forge a new customer relationship. Through a careful blend of analytics, business creativity, and examples, these pages will convince you that complaints truly are gifts!
Mike English, Vice President, Customer Contact Centers, Starwood Hotels & Resorts Worldwide, Inc.

"This book's concept is a mind-set that we at Royal Plaza on Scotts, Singapore have adopted to complement our brand promise. We have ingrained its importance among all our staff to be genuinely grateful for our guests' feedback, whether favor- able or not."
Patrick Garcia Fiat, General Manager, Royal Plaza on Scotts, Singapore

"This book is spot on. It gets back to the fundamentals that drive our industry. The authors take you through the process of addressing a negative guest experience and turning that same guest into a Guest for Life. The title of this book could not be truer."
Rich Hicks, President, Tin Star Restaurants

"We have one of the most spectacular sites in the world: the Sky Walk at Grand Canyon West. And we still get complaints! This book can help any organization achieve its customer experience goals. This concept works extremely well across many different cultures. This is very important today towards creating a truly international flavor regarding the customer experience."
Waylon Honga, CEO, Grand Canyon West

"This book is for any executive who understands that truly satisfied clients breed the best opportunities for more clients, A Complaint Is a Gift is a powerful tool to be shared company-wide."
Andy Jorishie, Senior Vice President, Ideas and Innovation, The Zimmerman Agency

"This book is a piece of art. I recommend it to anyone seeking excellence and learning about customer care in general and complaints in particular!"
Omran Al Shansi, Senior Complaint Manager, Emirates Telecommunications Corporation

Reseña del editor:

First published in 1996, A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You (meant for the employees who actually receive and have to answer those sometimes angry phone calls and emails), and another new section that turns the tables and discusses how the reader can complain effectively. And throughout the text has been heavily revised, with a wealth of new examples, tools and strategies.

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 also tells how to create complaint-friendly organizations by encouraging customers to speak out. It outlines communication structures that can facilitate the movement of complaints from frontline staff to upper management, allowing customer-identified problems to be fixed within the company. Complaint-friendly cultures are described in detail, and specific structures are suggested that can be adopted by companies interested in becoming complaint-friendly.

A Complaint Is a Gift repositions the role of complaints in business-and argues that handling customer complaints is not just about making customers feel better. It is a book for individuals and companies to deal with complaints in a new and refreshing way. It also brings together three decades of customer dissatisfaction research and shows how companies can use this information to change internal policies and practices.

"Sobre este título" puede pertenecer a otra edición de este libro.

Los mejores resultados en AbeBooks

Edición internacional
Edición internacional

1.

Janelle Barlow; Claus Moller
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback Cantidad disponible: 16
Edición internacional
Librería
Bookstore99
(Wilmington, DE, Estados Unidos de America)
Valoración
[?]

Descripción Paperback. Condición: New. This is an International Edition Brand New Paperback Same Title Author and Edition as listed. ISBN and Cover design differs. Similar Contents as U.S version. Delivery within 3-7 business days. We can ship to PO Box address in US. We may ship the books from multiple warehouses across the globe including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Choose expedited shipping for Express delivery. Tracking number provided for every order. Nº de ref. del artículo: RU_9781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 6,92
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 2,44
A Estados Unidos de America
Destinos, gastos y plazos de envío

2.

Barlow, Janelle
Publicado por Berrett-Koehler Publishers 8/1/2008 (2008)
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback or Softback Cantidad disponible: 5
Librería
BargainBookStores
(Grand Rapids, MI, Estados Unidos de America)
Valoración
[?]

Descripción Berrett-Koehler Publishers 8/1/2008, 2008. Paperback or Softback. Condición: New. A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong. Book. Nº de ref. del artículo: BBS-9781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 13,86
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

3.

Janelle Barlow, Claus Moller
Publicado por BERRETT-KOEHLER, United States (2008)
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback Cantidad disponible: 10
Librería
Book Depository International
(London, Reino Unido)
Valoración
[?]

Descripción BERRETT-KOEHLER, United States, 2008. Paperback. Condición: New. 2nd edition. Language: English . Brand New Book. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback in fact, they re your best bargain in market research. 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 strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies. Nº de ref. del artículo: AA39781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 15,70
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Reino Unido a Estados Unidos de America
Destinos, gastos y plazos de envío

4.

Janelle Barlow, Claus Moller
Publicado por BERRETT-KOEHLER, United States (2008)
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback Cantidad disponible: 10
Librería
The Book Depository
(London, Reino Unido)
Valoración
[?]

Descripción BERRETT-KOEHLER, United States, 2008. Paperback. Condición: New. 2nd edition. Language: English . Brand New Book. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback in fact, they re your best bargain in market research. 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 strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies. Nº de ref. del artículo: AA39781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 15,78
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Reino Unido a Estados Unidos de America
Destinos, gastos y plazos de envío

5.

Barlow, Janelle
Publicado por Berrett-Koehler Publishers (2008)
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback Cantidad disponible: 1
Librería
Murray Media
(North Miami Beach, FL, Estados Unidos de America)
Valoración
[?]

Descripción Berrett-Koehler Publishers, 2008. Paperback. Condición: New. Never used!. Nº de ref. del artículo: 1576755827

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 14,34
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 1,62
A Estados Unidos de America
Destinos, gastos y plazos de envío

6.

Barlow, Janelle; Moller, Claus
Publicado por Berrett-Koehler Publishers
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo PAPERBACK Cantidad disponible: 1
Librería
Lakeside Books
(Benton Harbor, MI, Estados Unidos de America)
Valoración
[?]

Descripción Berrett-Koehler Publishers. PAPERBACK. Condición: New. 1576755827 BRAND NEW, GIFT QUALITY! NOT OVERSTOCKS OR MARKED UP REMAINDERS! DIRECT FROM THE PUBLISHER!|1.05. Nº de ref. del artículo: OTF-S-9781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 13,25
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,25
A Estados Unidos de America
Destinos, gastos y plazos de envío

7.

Janelle Barlow; Claus Moller
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Cantidad disponible: > 20
Librería
BWB
(Valley Stream, NY, Estados Unidos de America)
Valoración
[?]

Descripción Condición: New. Depending on your location, this item may ship from the US or UK. Nº de ref. del artículo: 97815767558220000000

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 16,85
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

8.

Janelle Barlow, Claus Moller
Publicado por BERRETT-KOEHLER, United States (2008)
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback Original o primera edición Cantidad disponible: 10
Librería
Book Depository hard to find
(London, Reino Unido)
Valoración
[?]

Descripción BERRETT-KOEHLER, United States, 2008. Paperback. Condición: New. 2nd edition. Language: English . This book usually ship within 10-15 business days and we will endeavor to dispatch orders quicker than this where possible. Brand New Book. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback in fact, they re your best bargain in market research. 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 strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, A Complaint Is a Gift shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints of the Internet; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies. Nº de ref. del artículo: BTE9781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 17,43
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
De Reino Unido a Estados Unidos de America
Destinos, gastos y plazos de envío

9.

Janelle Barlow
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback Cantidad disponible: 1
Librería
Grand Eagle Retail
(Wilmington, DE, Estados Unidos de America)
Valoración
[?]

Descripción Paperback. Condición: New. 2nd. Paperback. Second edition. The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead v.Shipping may be from multiple locations in the US or from the UK, depending on stock availability. 287 pages. 0.526. Nº de ref. del artículo: 9781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 18,97
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

10.

Janelle Barlow
Publicado por Berrett-Koehler Publishers
ISBN 10: 1576755827 ISBN 13: 9781576755822
Nuevo Paperback Cantidad disponible: > 20
Librería
BuySomeBooks
(Las Vegas, NV, Estados Unidos de America)
Valoración
[?]

Descripción Berrett-Koehler Publishers. Paperback. Condición: New. 287 pages. Dimensions: 9.1in. x 5.9in. x 1.0in.The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organizations products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in todays constantly connected world, when customers can complain instantly, 247, and broadcast their dissatisfaction around the world if they choose to, throughout the text has been heavily revised, with a wealth of new examples, tools and strategies. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Paperback. Nº de ref. del artículo: 9781576755822

Más información sobre este vendedor | Contactar al vendedor

Comprar nuevo
EUR 19,08
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

Existen otras copia(s) de este libro

Ver todos los resultados de su búsqueda