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

Amazon.com Price: $13.20 (as of 04/05/2019 19:44 PST- Details)

Categories: Books, Business and Money, Customer Relations, Marketing and Sales, Processes and Infrastructure, Public Relations, Subjects

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Amazon Customer Reviews

Description

The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations abruptly and inexpensively support products, service style, and market focus. If truth be told, they’re the best bargain around in market research.

The use of a lot of real-life examples, Janelle Barlow and Claus Møller show precisely how to maintain complaints to bring benefit to your organization and satisfaction to your customer—even when it’s important to say no. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to take care of and benefit from complaints that are directed at you personally; and, turning the tables, a section on how you’ll complain constructively and effectively. And right through, the text has been heavily revised, with a wealth of new examples, tools, and strategies.

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