A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong: Easyread Edition

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ReadHowYouWant.com, Feb 20, 2009 - Business & Economics - 408 pages
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The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very few companies deliver it well. Why is that? The concept of great service is a simple enough concept, but in practice it's actually a very hard thing to do right. We work at our service delivery every single day at Zappos. This book serves as a how-to guide for taking the first step to building a customer-service-oriented organization. If you can turn your organization into a complaint-friendly organization by following the steps outlined in this book, then you will be well on your way to being one of those rare companies that deliver great service. It's not an easy path, and it won't happen overnight. It happens one step at a time, and reading this book is probably one of the best first steps you can take. ----Tony Hsieh, CEO, ZAPPOS.COM
 

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Contents

Complaints Lifeline to the Customer 1 1 A Complaint Is a Gift Strategy
3
In the Mind of the Complaining Customer 108 PART TWO Putting the Complaint Is a Gift Strategy
138
Creating Better Customers with Goodwill 164 8 When Customers Go Ballistic
188
Its All in the Words Responding to Written
217
From a Whisper to a Global Shout
246
Dishing It Out and Taking It In
265
When You Complain Make Sure You Are Giving
289
Looking to the Future
303
acknowledgments
350
Copyright

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