Cover Image

A complaint is a gift : recovering customer loyalty when things go wrong /

Bibliographic Details
Main Author: Barlow, Janelle, 1943-
Other Authors: Møller, Claus, 1942-
Format: Book
Language:English
Published: San Francisco, Calif. : Berrett-Koehler Publishers, [2008]
Edition:2nd ed.
Subjects:
Consumer complaints.
Customer services.
Table of 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.