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A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool

A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool

A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
kategoria: Marketing
autor: Janelle Barlow Claus Møller
wydawnictwo: BERRETT KOEHLER PUBL INC
ISBN / EAN: 9781576755822
język: angielski
wydanie: 00002
data wydania: 08/2008
oprawa: miękka
wymiary: 15 x 22,6 x 2 cm
stron: 287
A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool
cena:122,40 zł
przewidywany czas sprowadzenia z zagranicy: około 2-4 tygodnie
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The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. In fact, they're the best bargain around in market research.

Using numerous real-life examples, Janelle Barlow and Claus Møller show precisely how to handle complaints to bring benefit to your organization and satisfaction to your customer-even when you have to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.

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