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- catalog abstract "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.".
- catalog contributor b10481832.
- catalog contributor b10481833.
- catalog created "c1996.".
- catalog date "1996".
- catalog date "c1996.".
- catalog dateCopyrighted "c1996.".
- catalog description "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.".
- catalog description "Includes bibliographical references (p. 199-210) and index.".
- catalog description "The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization.".
- catalog extent "x, 222 p. :".
- catalog identifier "1881052818 (alk. paper)".
- catalog issued "1996".
- catalog issued "c1996.".
- catalog language "eng".
- catalog publisher "San Francisco : Berrett-Koehler Publishers,".
- catalog subject "658.8/12 20".
- catalog subject "Comsumer Satisfaction.".
- catalog subject "Consumer complaints.".
- catalog subject "Customer services.".
- catalog subject "HF 5415.5 B37 1996".
- catalog subject "HF5415.5 .B367 1996".
- catalog tableOfContents "The complaint-as-gift philosophy -- The biggest bargin in market research -- What dissatisfied customers say, do, and want -- Why most customers do not complain -- The links between complaining customers, service recovery, and continuous improvement -- The gift formula -- Five principles for turning terrorist customers into partners -- Responding to written complaints -- "Ouch! That hurts!": handling personal criticism -- Generating more complaints: toll-free numbers and other strategies -- Creating complaint-friendly policies -- Developing a complaint-friendly culture -- Creating a complaint-friendly for internal customers -- Implementing a complaint-friendly organization.".
- catalog title "A complaint is a gift : using customer feedback as a strategic tool / Janelle Barlow and Claus Møller.".
- catalog type "text".