Softcover, first edition, 328g, 222pgs. A "how-to" book for those who want to turn complaints into a strategic tool to increase business and customer satisfaction. Book is in good condition with pen inscription inside front cover, and mild general wear and tear, otherwise no other pre-loved markings. Photo featured is of actual book. Purchase more than 1 item and save money with combined postage. And if you can't find the title your looking for - why not ask us direct. With over 30,000 books in stock we can't list them all!!.

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Bibliographic Details

Title

Complaint is a Gift, A: Using Customer Feedback as a Strategic Tool

Publisher

Berrett-Koehler Publishers, San Francisco, USA

Publication Date

1996

Language

English

ISBN 10

1881052818

ISBN 13

9781881052814

Binding

Soft cover

Edition

First Edition

Condition

Good

Dust Jacket Condition

Not Applicable

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About this title

Synopsis

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.

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.

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