A Complaint is a Gift: Using Customer Feedback as a Strategic Tool

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Berrett-Koehler Publishers, 1996 - Business & Economics - 222 pages
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Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising.

Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.

 

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I haven't read this book, but based on the intro, the folks at Books A Million need to read it!!!

Contents

I
1
II
7
III
9
IV
19
V
37
VI
57
VII
71
VIII
83
XI
109
XII
123
XIII
137
XIV
139
XV
155
XVI
169
XVII
181
XVIII
191

IX
85
X
95

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About the author (1996)

Dr. Janelle M. Barlow is an entrepreneur and author and an award-winning photographer. She is president of TMI US, partner with the multinational training and consulting organization Time Manager International.

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