A complaint is a gift : using customer feedback as a strategic tool /
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 v...
| Основен автор: | Barlow, Janelle, 1943- |
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| Други автори: | M©ıller, Claus, 1942- |
| Формат: | Електронна книга |
| Език: | English |
| Публикувано: |
San Francisco :
Berrett-Koehler Publishers,
℗♭1996.
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| Издание: | 1st ed. |
| Предмети: | |
| Онлайн достъп: |
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=41398 |
| Подобни документи: |
Print version::
Complaint is a gift. |
| Резюме: |
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. |
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| Физически характеристики: |
1 online resource (x, 222 pages) : illustrations |
| Библиография: |
Includes bibliographical references (pages 199-210) and index. |
| ISBN: |
0585272360 9780585272368 9781881052814 1881052818 |