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Call Number   HF5415.52 .B37 2008 - Regular Loan - Main Library Collection (Books)
Library Holdings   Click here to check availability of this item
Author   LinkBarlow, Janelle, 1943-
Title   LinkA complaint is a gift : recovering customer loyalty when things go wrong / Janelle Barlow, Claus Møller.
Edition   2nd ed.
Publisher   LinkSan Francisco, Calif. : Berrett-Koehler Publishers, c2008.
Description   x, 287 p. ; 23 cm.
 
Bibliography   Includes bibliographical references (p. 251-271) and index.
Contents   A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don’t complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It’s all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift.
 
Subject Headings   LinkConsumer complaints.
  LinkCustomer services.
Added Headings   LinkMøller, Claus, 1942-
ISBN   9781576755822
  1576755827
Sys. no.   000078038
Call Number   HF5415.52 .B37 2008 - Regular Loan - Main Library Collection (Books)
Library Holdings   Click here to check availability of this item