A Complaint is a Gift

A Complaint is a Gift PDF 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.

A Complaint Is a Gift

A Complaint Is a Gift PDF 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.

A Complaint is a Gift

A Complaint is a Gift PDF 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.

Model Rules of Professional Conduct

Model Rules of Professional Conduct PDF Author: American Bar Association. House of Delegates
Publisher: American Bar Association
ISBN: 9781590318737
Category : Law
Languages : en
Pages : 216

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Book Description
The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.

Complaints to Cheers, Feedback to Gold: Mastering Complaints Management

Complaints to Cheers, Feedback to Gold: Mastering Complaints Management PDF Author: Gerard Assey
Publisher: Gerard Assey
ISBN:
Category : Business & Economics
Languages : en
Pages : 117

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Book Description
In 'Complaints to Cheers, Feedback to Gold: Mastering Complaints Management,' you'll embark on a journey to unlock the potential of complaints. This comprehensive guide explores the critical role of effective complaints management and the profound benefits it offers to organizations and individuals. It delves into the far-reaching consequences of unresolved complaints, emphasizing their impact on reputation, customer loyalty, and workforce morale. From understanding the psychology of complaints to equipping you with vital skills like active listening and empathy, each chapter provides actionable insights. Real-world examples, interactive training games, and practical templates empower readers to transform complaints into opportunities for growth. The book underscores the importance of fostering a complaint-friendly culture and the pivotal role of leadership in complaints management. It's certainly an essential resource for instilling trust, excellence, and continuous improvement within organizations.

The Case Manager's Training Manual

The Case Manager's Training Manual PDF Author: David W. Plocher
Publisher: Jones & Bartlett Learning
ISBN: 9780834219304
Category : Medical
Languages : en
Pages : 332

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Book Description
Stem Cell and Bone Marrow Transplantation

Customer Service Training 101

Customer Service Training 101 PDF Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814416411
Category : Business & Economics
Languages : en
Pages : 239

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Book Description
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Civil Rights and Compliance Review Training Manual

Civil Rights and Compliance Review Training Manual PDF Author:
Publisher:
ISBN:
Category : Civil rights
Languages : en
Pages : 386

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Book Description


Outstanding Customer Service

Outstanding Customer Service PDF Author: David E. Deviney
Publisher: Provant Media Publishing
ISBN: 9781884926952
Category : Consumer satisfaction
Languages : en
Pages : 0

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Book Description
In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket.

Complaints Management Training Workbook

Complaints Management Training Workbook PDF Author: Queensland Ombudsman
Publisher:
ISBN: 9780648507208
Category :
Languages : en
Pages :

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Book Description


When People Complain

When People Complain PDF Author: Lorenz W. Aggens
Publisher:
ISBN:
Category : Communication
Languages : en
Pages : 124

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Book Description