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Book Description
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.
Book Information
●
Author : Janelle Barlow
●
Pages : 287 pages
●
Publisher : Berrett-Koehler Publishers 200808-01
●
Language : English
●
ISBN-10 : 1576755827
●
ISBN-13 : 9781576755822