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- |
|---|---|
| Други автори: | M©ıller, Claus, 1942- |
| Формат: | Електронна книга |
| Език: | English |
| Публикувано: |
San Francisco :
Berrett-Koehler Publishers,
℗♭1996.
|
| 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. |
Съдържание:
- The complaint-as-gift philosophy
- The biggest bargin in market research
- What dissatisfied customers say, do, and want
- Why most customers do not complain
- The links between complaining customers, service recovery, and continuous improvement
- The gift formula
- Five principles for turning terrorist customers into partners
- Responding to written complaints
- "Ouch! That hurts!": handling personal criticism
- Generating more complaints: toll-free numbers and other strategies
- Creating complaint-friendly policies
- Developing a complaint-friendly culture
- Creating a complaint-friendly for internal customers
- Implementing a complaint-friendly organization.