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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.
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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.
Customer Relations --- Knowledge Management --- Business & Economics
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Advertising. Public relations --- verkoop --- marketing --- bedrijfscommunicatie --- IKZ (integrale kwaliteitszorg) --- communicatievaardigheden --- klachtenbehandeling --- 658.8 --- #SBIB:032.IO --- #SBIB:309H250 --- #SBIB:316.334.2A552 --- #SBIB:35H511 --- Social learning talenten zelfontwikkeling zelfontplooiing creativiteit duurzaam crisis --- 658.8 Marketing. Sales. Selling. Distribution --- Marketing. Sales. Selling. Distribution --- Interne en externe communicatie: algemene werken --- Partijen en strategieën in de onderneming: scientific management, tijds- een bewegingsstudies, beoordelingstechnieken, Taylorisme, kwaliteitsmanagement --- Kwaliteit van het openbaar bestuur --- Klachtenbehandeling --- Klantendienst --- Klantgericht ondernemen --- Marketing --- Financiewezen
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Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
Customer services --- Commerce --- Business & Economics --- Marketing & Sales --- Customer services. --- Marketing. --- Consumer goods --- Domestic marketing --- Retail marketing --- Retail trade --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Marketing --- Industrial management --- Aftermarkets --- Selling --- Customer relations --- Customer loyalty programs --- Service à la clientèle --- Consommateurs --- Relations avec la clientèle --- Fidélisation --- Service à la clientèle. --- Relations avec la clientèle. --- Fidélisation. --- Service à la clientèle. --- Relations avec la clientèle. --- Fidélisation.
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The author of the bestselling A Complaint is a Gift, (Over 100,000 copies sold) details how to create a definitive, recognizable style of service that reinforces a companies brand values every time a customer interact with an organizational representative.
BUSINESS & ECONOMICS --- Customer Relations --- Customer services. --- Business names. --- Brand name products. --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations --- Brand names --- Branded merchandise --- Merchandise, Branded --- Name brand products --- Business names --- Commercial products --- Branding (Marketing) --- Trademarks --- Brands (Commerce) --- Firm names --- Trade names --- Names
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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.
Consumer complaints --- Customer services --- Comsumer Satisfaction --- Consumentengedrag.
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Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.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.Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks.A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.
Customer Relations --- Knowledge Management --- Business & Economics
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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.
Consumer complaints. --- Customer services. --- Consumer Behavior. --- Consumer complaints --- Customer services
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