Faint 1/4" spots along top edge or rear cover. Foreword by Sir Collin Marshall, Chairman, British Airways. 222 pages. Size: 8vo - over 7�" - 9�" tall.

Seller Inventory # 020560

Contact seller

Report this item

Bibliographic Details

Title

A Complaint is a Gift Using Customer Feedback as a Strategic Took

Publisher

Berrett-Koehler Publishers, San Francisco

Publication Date

1999

Language

English

ISBN 10

1881052818

ISBN 13

9781881052814

Binding

Soft Cover

Edition

Seventh Printing

Condition

Very Good+

Seller catalogs

Business and Economics

About this title

Synopsis

The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they’re the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus M�ller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer—even when you have to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you 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.

About the Author

Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service.
Claus M�ller is the founder of TMI. He has written several books on management, which together have sold more than three million copies.

"About this title" may belong to another edition of this title.

Store Description

On-line or by appointment only.

Visit Seller's Storefront

Seller's business information

Virtuous Volumes et al.
WI, U.S.A.

Sale & Shipping Terms

Terms of Sale

Virtuous Volumes et al., Sandy Thorsen, 640 Highway 128, Wilson, WI 54027/ pssandyt@wwt.net / 715-772-4643 // Check or money order or credit cards through the ABEBooks site. Sets of volumes and heavier books may be charged extra postage. International orders will be sent by First Class Mail International or by Priority flat rate if it is under 4 pounds, if it fits in the priority envelope, and if sufficient postage has been collected. Libraries and institutions can be invoiced with shipment for ...

More Information

Shipping Terms

Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	US$ 4.50	US$ 11.00

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.