Name: A Complaint is a Gift, 3rd Edition: How to Learn From Critical Feedback and Recover Customer Loyalty (en Inglés)
Price: 97746.00 COP
Availability: InStock
Author: Barlow, Janelle
ISBN: 9781523002931

Formato

Libro Físico

Autor

Janelle Barlow

Editorial

Berrett-Koehler Publishers

Idioma

Inglés

N° páginas

224

Encuadernación

Tapa Blanda

Dimensiones

22.6 x 15.0 x 1.5 cm

Peso

0.29 kg.

ISBN13

9781523002931

N° edición

Categorías

Economía del conocimiento
Gestión del conocimiento empresarial
Atención al cliente
Soft skills: habilidades emocionales y relaciones interpersonales

A Complaint is a Gift, 3rd Edition: How to Learn From Critical Feedback and Recover Customer Loyalty (en Inglés)

Janelle Barlow (Autor) · Berrett-Koehler Publishers · Tapa Blanda

Libro Nuevo

$ 97.746

$ 162.911

Ahorras: $ 65.164

40% descuento

Envío normal

Origen: Estados Unidos (Costos de importación incluídos en el precio)

Se enviará desde nuestra bodega entre el Jueves 20 de Junio y el Lunes 01 de Julio.

Lo recibirás en cualquier lugar de Colombia entre 1 y 5 días hábiles luego del envío.

Reseña del libro "A Complaint is a Gift, 3rd Edition: How to Learn From Critical Feedback and Recover Customer Loyalty (en Inglés)"

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.