A Complaint Is A Gift Workbook
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A Complaint Is A Gift Workbook
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Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2022-11-08
A Complaint Is A Gift Workbook written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-11-08 with Business & Economics categories.
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.
A Complaint Is A Gift
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FREE 30 Days
Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2008-08-18
A Complaint Is A Gift written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-08-18 with Business & Economics categories.
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. 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—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Møller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers–even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
A Complaint Is A Gift
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Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 1996
A Complaint Is A Gift written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Business & Economics categories.
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.
A Complaint Is A Gift
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FREE 30 Days
Author : Janelle Barlow
language : en
Publisher: ReadHowYouWant.com
Release Date : 2009-02-20
A Complaint Is A Gift written by Janelle Barlow and has been published by ReadHowYouWant.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-02-20 with Business & Economics categories.
The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very fe...
A Complaint Is A Gift
DOWNLOAD
FREE 30 Days
Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2022-11-08
A Complaint Is A Gift written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-11-08 with Medical categories.
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.
A Complaint Is A Gift
DOWNLOAD
FREE 30 Days
Author : Janelle Barlow
language : en
Publisher: ReadHowYouWant.com
Release Date : 2009-02-20
A Complaint Is A Gift written by Janelle Barlow and has been published by ReadHowYouWant.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-02-20 with Business & Economics categories.
A Complaint Is A Gift
DOWNLOAD
FREE 30 Days
Author : Janelle Barlow
language : en
Publisher:
Release Date : 2009-02-24
A Complaint Is A Gift written by Janelle Barlow and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-02-24 with Business & Economics categories.
The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very few companies deliver it well. Why is that? The concept of great service is a simple enough concept, but in practice it's actually a very hard thing to do right. We work at our service delivery every single day at Zappos. This book serves as a how-to guide for taking the first step to building a customer-service-oriented organization. If you can turn your organization into a complaint-friendly organization by following the steps outlined in this book, then you will be well on your way to being one of those rare companies that deliver great service. It's not an easy path, and it won't happen overnight. It happens one step at a time, and reading this book is probably one of the best first steps you can take.
A Complaint Is A Gift
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FREE 30 Days
Author : Barlow
language : en
Publisher: Tata McGraw-Hill Education
Release Date : 2003-09
A Complaint Is A Gift written by Barlow and has been published by Tata McGraw-Hill Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-09 with categories.
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose---meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively shift products, service style, and market focus. Unfortunately many businesses dodge responsibility for a customer's dissatisfaction, believing that complaining customers are trying to get something for free or that the problem is the customer's fault. Businesses who don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. A Complaint Is a Gift also tells how to create complaint-friendly organizations by encouraging customers to speak out. It outlines communication structures that can facilitate the movement of complaints from frontline staff to upper management, allowing customer-identified problems to be fixed within the company. Complaint-friendly cultures are described in detail, and specific structures are suggested that can be adopted by companies interested in becoming complaint-friendly. A Complaint Is a Gift repositions the role of complaints in business-and argues that handling customer complaints is not just about making customers feel better. It is a book for individuals and companies to deal with complaints in a new and refreshing way. It also brings together three decades of customer dissatisfaction research and shows how companies can use this information to change internal policies and practices.
A Complaint Is A Gift Workbook
DOWNLOAD
FREE 30 Days
Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2022-11-08
A Complaint Is A Gift Workbook written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-11-08 with Business & Economics categories.
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.
Emotional Value
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Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2000-04-01
Emotional Value written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-04-01 with Business & Economics categories.
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.