Surveys Complaints & Recovering Customer Loyalty When Things Go Wrong
The first edition of 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 Internet, a new section entitled Handling Complaints Directed at
You and another new section that turns the tables and discusses how the
reader can complain effectively. More relevant than ever in today's
constantly connected world, when customers can complain instantly, 24/7,
and broadcast their dissatisfaction around the world if they choose to,
throughout the text has been heavily revised, with a wealth of new
examples, tools and strategies.
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Surveys Complaints & Recovering Customer Loyalty When Things Go Wrong