Год выпуска: 2011 Издательство: Страниц: 250 ISBN: 9781576755822
Описание
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 Internet, 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...
