Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions.

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Bibliographic Details

Title: A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
Publisher: Berrett-Koehler Publishers
Publication Date: 1996
Language: English
ISBN 10: 1881052818
ISBN 13: 9781881052814
Binding: Soft cover
Condition: Good

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.

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Store Description

Phatpocket Limited is a world class secondhand bookstore located in the Hertfordshire countryside in the United Kingdom. We specialize in textbooks across an enormous variety of subjects. We aim to provide a low cost source of high quality textbooks to the academic community. We also have a sizable collection of rare and collectible books. We are dedicated to providing our customers with the highest standard of customer service in the bookselling business.Phatpocket Limited is registered in England and Wales: No. 04924751.

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Phatpocket Limited
67 Newland Street, Witham, CM8 1AA, United Kingdom

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Books are usually shipped within two working days. All of our books have a 14 or 30 day no hassle money back guarantee unless stated otherwise in the book's description. Item must be returned in the exact same condition that it was received. Through our work with The Rainbow Centre and other Charity Partners, we have already given hundreds of young people in Sri Lanka and Africa the vital chance to get an education.

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