Book
A complaint is a gift : recovering customer loyalty when things go wrong / Janelle Barlow, Claus Møller.
Record details
- ISBN: 9781576755822 (pbk. : alk. paper)
- ISBN: 1576755827 (pbk. : alk. paper)
- Physical Description: x, 287 p. ; 23 cm.
- Edition: 2nd ed.
- Publisher: San Francisco, Calif. : Berrett-Koehler Publishers, c2008.
Content descriptions
| Bibliography, etc. Note: | Includes bibliographical references (p. 251-271) and index. |
| Formatted Contents Note: | A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift. |
Search for related items by subject
| Subject: | Consumer complaints. Customer services. |
Available copies
- 1 of 1 copy available at Kirtland Community College.
Holds
- 0 current holds with 1 total copy.
Show Only Available Copies
| Location | Call Number / Copy Notes | Barcode | Shelving Location | Status | Due Date |
|---|---|---|---|---|---|
| Kirtland Community College Library | HF 5415.52 .B37 2008 | 30537124 | General Collection | Available | - |