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(250 pages) first published in 1996, a complaint is a gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's products and services. this new edition has been thoroughly revised and updated. there are two brand new chapters on the inter*n*e*t*, a new section entitled handling complaints directed at you (meant for the employees who actually receive and have to answer those sometimes angry phone calls and emails), and another new section that turns the tables and discusses how the reader can complain effectively. and throughout the text has been heavily revised, with a wealth of new examples, tools and strategies. customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose---meeting customer needs. complaints provide a feedback mechanism that can help organizations rapidly and inexpensively shift products, service style, and market focus. unfortunately many businesses dodge responsibility for a customer's dissatisfaction, believing that complaining customers are trying to get something for free or that the problem is the customer's fault. businesses who don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. a complaint is a gift also tells how to create complaint-friendly organizations by encouraging customers to speak out. it outlines communication structures that can facilitate the movement of complaints from frontline staff to upper management, allowing customer-identified problems to be fixed within the company. complaint-friendly cultures are described in detail, and specific structures are suggested that can be adopted by companies interested in becoming complaint-friendly. a complaint is a gift repositions the role of complaints in business-and argues that handling customer complaints is not just about making customers feel b

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Softcover. From an inventory that is 100% brand-new, 100% direct from the publishers' distribution channel. We carry NO pre-owned, NO remaindered. We pack in CARDBOARD to ensure the pristine quality is maintained. (Bubble-wrap alone is NOT sufficient to protect from USPS equipment. ) Guaranteed brand-NEW, protected with CARDBOARD, your satisfaction is guaranteed. BKLUVID: 9781576755822.

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Trade paperback (US). Glued binding. 287 p.

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Brand New! Buy with confidence-your satisfaction is guaranteed at B-Logistics! Due to the large scale of our operation, we do not have access to the specific contents/condition of our items. Please note that Expedited shipping is not available at this time.

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1576755827 Ships Within 24 Hours. Excellent Customer Service. Upto 15 Days 100% Money Back Gurantee. Try Our Fast! ! ! ! Shipping With Tracking Number.