A complaint is a gift :using customer feedback as a strategic tool
- 作者: Barlow, Janelle,
- 其他作者: Møller, Claus,
- 出版: San Francisco : Berrett-Koehler Publishers ©1996.
- 版本: 1st ed.
- 稽核項: 1 online resource (x, 222 pages) :illustrations.
- 標題: Electronic books. , Plaintes. , Comsumer Satisfaction. , Klantenservice. , BUSINESS & ECONOMICS Customer Relations. , Klantgerichtheid. , Consommateurs , Service à la clientèle. , Customer Relations. , Customer services. , Klachten. , Consumer complaints. , Consommateurs Plaintes. , BUSINESS & ECONOMICS
- ISBN: 1881052818 , 9781881052814
- ISBN: 1881052818
- 試查全文@TNUA:
- 附註: Includes bibliographical references (pages 199-210) and index. The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization.
- 摘要: 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.
- 電子資源: https://dbs.tnua.edu.tw/login?url=https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=41398
- 系統號: 005289387
- 資料類型: 電子書
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- 引用網址: 複製連結
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.
來源: Google Book
來源: Google Book
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