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A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

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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.

DETAILS

  • Product Dimensions: 6.0 x 0.66 x 8.98 inches
  • Item Weight: 1.0 pounds
  • Shipping Weight: 1.0 pounds
  • Manufacturer: Berrett-Koehler Publishers
  • Domestic Shipping: Item can be shipped within U.S.

FEATURES

  • Loyalty... A Complaint Is a Gift: Recovering Customer Loyalty When Things Go WrongA complaint is a gift
  • Janelle Barlow and Claus Moller
  • First Edition 00 10 9 8
  • ISBN: 1881052818
  • by Janelle Barlow (Author), Claus Moller (Author)