A Complaint is a Gift
Author | : Janelle Barlow |
Publisher | : Berrett-Koehler Publishers |
Total Pages | : 236 |
Release | : 1996 |
ISBN-10 | : 1881052818 |
ISBN-13 | : 9781881052814 |
Rating | : 4/5 (814 Downloads) |
Download or read book A Complaint is a Gift written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 1996 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.