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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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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