A complaint is a gift: recovering customer loyalty when things go wrong
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| Language: | English |
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San Francisco
Berret-Koehler Publishers
2008
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| Edition: | 2nd ed. |
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Table of Contents:
- 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.