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Sto caricando le informazioni... A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (edizione 2008)di Janelle Barlow, Claus Moller, Tony Hsieh (Prefazione)
Informazioni sull'operaA Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong di Janelle Barlow
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A completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can be used to improve an organization's goods and services. Features new chapters on the Internet, not taking complaints personally, and complaining effectively yourself, as well as new examples, tools and strategies. Non sono state trovate descrizioni di biblioteche |
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The book's 14 chapters explore the psychology of complaining (and not complaining); the benefits when companies choose to hear and resolve complaints (vs think that customers are nasty annoyances, or naively assume that no news is good news); and strategies to develop a business culture that solicits and resolves complaints.
Published in 1996, there are only two aspects not still current: 1) the chapter on how to encourage customers to report complaints lacks mention of Internet web sites -- a revision could explore these convenient conduits; and 2) although the customer-service examples remain valid, the businesses mentioned tend to be dated -- not today's "hot" companies. And in the end, I still see the front-line customer service rep as having a most difficult job; I would like to see more strategies that support these folks. ( )