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A Complaint Is a Gift

Af: Victoria Holtz, Janelle Barlow Engelsk Paperback

A Complaint Is a Gift

Af: Victoria Holtz, Janelle Barlow Engelsk Paperback
Tjek vores konkurrenters priser
The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.

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—not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.

This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience—something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.

Handling complaints doesn’t have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.
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Tjek vores konkurrenters priser
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Tjek vores konkurrenters priser
The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.

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—not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.

This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience—something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.

Handling complaints doesn’t have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.
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Produktdetaljer
Sprog: Engelsk
Sider: 192
ISBN-13: 9781523002931
Indbinding: Paperback
Udgave:
ISBN-10: 152300293X
Kategori: Erhvervsliv, virksomheder og ledelse
Udg. Dato: 8 nov 2022
Længde: 20mm
Bredde: 228mm
Højde: 152mm
Forlag: Berrett-Koehler Publishers
Oplagsdato: 8 nov 2022
Forfatter(e): Victoria Holtz, Janelle Barlow
Forfatter(e) Victoria Holtz, Janelle Barlow

Kategori Erhvervsliv, virksomheder og ledelse

ISBN-13 9781523002931

Sprog Engelsk

Indbinding Paperback

Sider 192

Udgave

Længde 20mm

Bredde 228mm

Højde 152mm

Udg. Dato 8 nov 2022

Oplagsdato 8 nov 2022

Forlag Berrett-Koehler Publishers

Kategori sammenhænge