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Author: Janelle Barlow
Publisher: Berrett-Koehler Publishers
ISBN: 9781881052814
Category : Business & Economics
Languages : en
Pages : 236
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Book 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.
Author: Janelle Barlow
Publisher: Berrett-Koehler Publishers
ISBN: 9781881052814
Category : Business & Economics
Languages : en
Pages : 236
Get Book Here
Book 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.
Author: Janelle Barlow
Publisher: Berrett-Koehler Publishers
ISBN: 1609944437
Category : Business & Economics
Languages : en
Pages : 370
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Book Description
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.
Author: Sarah Cook
Publisher: Kogan Page Publishers
ISBN: 074946531X
Category : Business & Economics
Languages : en
Pages : 208
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Book Description
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Author: Will Bowen
Publisher: Harmony
ISBN: 0770436390
Category : Body, Mind & Spirit
Languages : en
Pages : 306
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Book Description
Full of practical ideas and inspiring stories from people who have already transformed their lives through the Complaint Free program, you'll learn not only how to stop complaining but also how to become more positive and live the life you’ve always dreamed about. More than ten million people in 106 countries have used the simple principles found in this book to eradicate the toxicity of complaining from their lives. And, as a result, they have experienced better health, happier relationships, greater career success and a significant increase in happiness. A Complaint Free World will explain what constitutes a complaint, why we complain, what benefits we think we receive from complaining, how complaining is destructive to our lives, and how we can get others around us to stop complaining. Find out how forming the simple habit of not complaining can transform your health, relationships, career and life. Consciously striving to reformat your mental hard drive is not easy, but you can start now by using the steps Bowen presents here. If you stay with it, you'll find that not only will you stop complaining, but others around you will cease to do so as well and in a short period of time, you'll have a more positive life. “A Complaint Free World is an engaging, enjoyable, easy-to-read reminder that the only permanent, constructive changes you can make in the world are the changes that you make in yourself.” –Gary Zukav, author of The Seat of the Soul and Soul to Soul
Author: John Homans
Publisher: Bancroft Press
ISBN: 1890862991
Category : Humor
Languages : en
Pages : 453
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Book Description
Is Wilber Winkle a consumer advocate extraordinaire or just a nut with too much time on his hands? Whatever the verdict, this hilarious collection of complaint letters to American corporations and their responses are a laugh-aloud page-turner. Readers everywhere will recognize the beefs that Wilber strives to get to the bottom of: Denny's waitresses disturbing the delicate balance of cream and sugar in their coffee, the disappearance of the almond from the 5th Avenue candy bar, and insulting automotive technicians at Jiffy Lube. After studying Wilber's letter-writing campaigns, readers will learn how to complain the Wilber Winkle Way and translate customer service-ese. An unflinchingly funny look into the world of customer service and one consumer who will not stand for life's little inconveniences.
Author: Jeffrey Eugenides
Publisher: Knopf Canada
ISBN: 030740191X
Category : Fiction
Languages : en
Pages : 263
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Book Description
Proudly presenting the widely anticipated new work of fiction from the multi-award winning bestselling author of Middlesex--a #1 major bestseller in Canada--and The Marriage Plot--also an acclaimed national bestseller--and the beloved The Virgin Suicides. Featuring unseen stories from one of the most eclectic, dynamic fiction writers working today, Fresh Complaint brings together works both new and previously published--including the crème de la crème of Eugenides's beloved New Yorker stories, never before collected between two covers. Jeffrey Eugenides's bestselling novels have shown that he is an astute observer of the crises of adolescence, sexual identity, self-discovery, family love and what it means to be an American in our times. The stories in Fresh Complaint continue that tradition. Ranging from the reproductive antics of "Baster" to the wry, moving account of a young traveller's search for enlightenment in "Air Mail" (selected by Annie Proulx for The Best American Short Stories 1997), this collection presents characters in the midst of personal and national crises. We meet a failed poet who, envious of other people's wealth during the real-estate bubble, becomes an embezzler; a clavichordist whose dreams of art collapse under the obligations of marriage and fatherhood; and, in "Bronze," a sexually confused college freshman whose encounter with a stranger on a train leads to a revelation about his past and his future. Narratively compelling, beautifully written and packed with a density of ideas that belie their fluid grace, Fresh Complaint proves Eugenides to be a master of the short form as well as the long. Showcasing stories from as far back as the 1980s and as recently as 2017, Fresh Complaint is the career-spanning collection from the Pulitzer Prize-winning author.
Author: Sara Ahmed
Publisher: Duke University Press
ISBN: 1478022337
Category : Social Science
Languages : en
Pages : 225
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Book Description
In Complaint! Sara Ahmed examines what we can learn about power from those who complain about abuses of power. Drawing on oral and written testimonies from academics and students who have made complaints about harassment, bullying, and unequal working conditions at universities, Ahmed explores the gap between what is supposed to happen when complaints are made and what actually happens. To make complaints within institutions is to learn how they work and for whom they work: complaint as feminist pedagogy. Ahmed explores how complaints are made behind closed doors and how doors are often closed on those who complain. To open these doors---to get complaints through, keep them going, or keep them alive---Ahmed emphasizes, requires forming new kinds of collectives. This book offers a systematic analysis of the methods used to stop complaints and a powerful and poetic meditation on what complaints can be used to do. Following a long lineage of Black feminist and feminist of color critiques of the university, Ahmed delivers a timely consideration of how institutional change becomes possible and why it is necessary.
Author: Robert Hughes
Publisher: Harvill Press
ISBN: 9781860466373
Category : Arts and society
Languages : en
Pages : 176
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Book Description
In this witty and belligerent polemic Robert Hughes inspects and dismantles the core elements of the contemporary American ethos. To the left, he skewers political correctness, Afro-centrism and academic obsession with theory. To the right, he fires broadsides at free-market capitalist demagogy. Hughes is superbly scathing about politically correct shibboleths which are idle gestures rather than real solutions to the problems of racism and sexism; he identifies the confusion between thinking and feeling which bedevils much debate and which leads people to equate intellectual disagreement with personal attack; he uses his own experiences as an art critic and historian to launch a blistering attack on many of the trends in contemporary art. Hughes identifies a hollowness at the cultural core of America and, in this lucid and invigorating diagnosis of a great nation at odds with itself, he has written a masterpiece of robust polemic.
Author: Will Bowen
Publisher: Doubleday Religion
ISBN: 9780385529754
Category : Interpersonal relations
Languages : en
Pages : 0
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Book Description
A revolutionary approach to improving every relationship in your life, Complaint Free Relationships picks up where the internationally successfulA Complaint Free Worldleft off, with all-new methods to help you overcome toxic habits and build strong, successful connections with others. The original Complaint-Free movement has exploded into an international phenomenon, with 5.5 million people in more than 80 countries taking the pledge to create a complaint-free life, as well as national media attention. As this movement expands, it is clear that the real focus of achieving true complaint-free living lies in our relationships. People complain to bond with others. It's easy to feel connected by common annoyances. But most complaining is about people, and this leads to negative and unhealthy foundations for our relationships with others--from family, lovers and friends to our more casual connections with people in our daily lives. Complaint-Free Relationships provides insight and helpful tools to see, understand, and engage in our relationships through the lens of complaint-free living. It incorporates new studies about complaining, inspiring and illuminating stories from Will Bowen's experience both as a minister and founder of the Complaint Free movement, and practical exercises at the end of each chapter. By providing the tools you need to escape the trap complaining creates--feeling unfulfilled and inadequate--Complaint-Free Relationships offers new clarity and encourages you to create happy, stimulating and mutually satisfying relationships.
Author: Will Bowen
Publisher: Random House
ISBN: 0753520028
Category : Self-Help
Languages : en
Pages : 194
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Book Description
21 days is the amount of time it takes to make a repeated action into a habit. In 21 days, you can change your life completely. You need two things: a purple bracelet, and this book. You wouldn't believe how much we complain about things - every day we bitch, vent, moan, shout and generally focus on the negative. But wouldn't it be amazing if we could focus on the positive, happy things in life instead? Will Bowen explains the simple, innovative philosophy of staying 'complaint-free' and demonstrates how, with time and determination, you can achieve a positive attitude that will improve your life permanently.
