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A Complaint Is a Gift by Claus Moller, Janelle Barlow (1996, Paperback) 
A Complaint Is a Gift by Claus Moller, Janelle Barlow (1996, Paperback)

 
A Complaint Is a Gift by Claus Moller, Janelle Barlow (1996, Paperback)

Publisher: Berrett-Koehler Pub
Publication Date: 1996-03-01
Language: English
Format: Paperback
ISBN-10: 1881052818
ISBN-13: 9781881052814
Product ID: EPID380835
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Details
Publication Date:1996-03-01

Size
Length:222 pages
Height:9.0 in
Width:6.0 in
Thickness:0.5 in
Weight:12.0 oz

Publisher's Note
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 products, service style and market focus. This guide explains how to use customer complaints to get ahead, make more money, and expand customer loyalty.

This title shifts the paradigm on how complaints are viewed, presenting complaint handling as a strategic tool, and as an opportunity to learn something new about products and services. Readers are provided with a Complaint Policy that can be adapted for any size business. The book also explains how to create complaint-friendly organizations by making customers who speak out feel appreciated for taking the trouble to complain.

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