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This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, 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 that can be used to improve an organization's products and services.

There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. Get A Copy. Paperback , pages. More Details Original Title.

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Writing Back 2008 - Cost of Customer Service

More filters. Sort order. Not a heavy read at all. Sort of like a couple of people breezily discussing complaints. But the point of view they suggest is really common sense.

Embrace complaints. Listen to what people tell you. They are suggesting to your business how you can improve. Most people will simply go elsewhere and say nothing. It really crystallized my thinking that businesses should listen to complaints. You don't have to read the whole book, but the first two chapters were very very helpful for me!

Feb 11, Dmitry Kuriakov rated it it was amazing Shelves: marketing , best-of-the-best , best-marketing-books.

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

This book will change your perspective about complaints May 19, Kelly rated it liked it. A must-read for anyone in a customer service or sales role, especially if you are managing teams in this function.

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I picked up some good tactics and perspectives that can be applied to general management and my non-professional life as well. May 08, Grace H rated it it was amazing. When a customer complains, he is giving you chance to correct issues in hand. When he doesn't complain, he would instead quietly leave for another business who can meet his needs.

So embrace complaints, and learn how to turn it around like this books suggests, then follow through with actions. Jan 07, Mikhail Konstantinov rated it it was amazing Shelves: my-top-non-fiction. Feb 22, Alberto Lopez rated it it was amazing Shelves: my-favorites.

ISBN 13: 9781442965010

A must read for any and all customer service representatives. Their managers should read it too. In fact, every one in the company should take the time to absorb this great book. It is full of valuable insights and statistics. To have a successful company, department, etc. Sadly, most companies either don't understand this partnership, or they handle it poorly. This book is very insightful though a bit dated now that many companies are handling customer interactions via social media. Regardless, it is still a solid resource if you are looking to build a winning customer service strategy.

May 20, David Glad rated it it was amazing Shelves: to-be-revisited.

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Replying "Thank you" as opposed to apologizing in verbal, like written, conversation sounds like a great idea! Every detail counts and that is a worthwhile observation that using some software could mean another company could give someone the exact same response, as apparently happened to someone in this book. Please enter your User Name, email ID and a password to register. International Shipping at best shipping prices! Notify Me We will send an email as soon as we get it in stock. Write a Testimonial Few good words, go a long way, thanks!

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