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A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool (Englisch) Taschenbuch – Februar 1996


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Produktinformation

  • Taschenbuch: 222 Seiten
  • Verlag: Berrett-Koehler (Februar 1996)
  • Sprache: Englisch
  • ISBN-10: 1881052818
  • ISBN-13: 978-1881052814
  • Größe und/oder Gewicht: 15,2 x 1,7 x 22,8 cm
  • Durchschnittliche Kundenbewertung: 4.4 von 5 Sternen  Alle Rezensionen anzeigen (14 Kundenrezensionen)
  • Amazon Bestseller-Rang: Nr. 577.564 in Fremdsprachige Bücher (Siehe Top 100 in Fremdsprachige Bücher)
  • Komplettes Inhaltsverzeichnis ansehen

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Produktbeschreibungen

Synopsis

This work demonstrates how companies can use complaints as a strategic tool to actually increase business. It offers a complete "Complaints Policy" that readers can implement in their companies and presents numerous real-life examples of good (and poor) complaint handling.

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1 von 1 Kunden fanden die folgende Rezension hilfreich Von MannPA@crstlukes.com am 16. Juli 1999
Format: Taschenbuch
Excellent book to help front line people realize that customers who take the time and energy to let you know about the service they received from your organization are really giving you a gift. The gift is their insight into the workings of your organiztion as seen through the eyes of those who had the experience. Valuable information for those wanting to improve on the delivery of a product or service. Easy to read and understand also great for quick reference.
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Format: Taschenbuch
This book creates a new paradigm concerning customer dissatisfaction: The complaint is a major economic opportunity which can be systematically used to improve business processes, reduce errors, increase quality, strengthen bonds with customers, and create expanded growth and profitability. The reason: We normally see things from the company's view point, and miss many mistakes and opportunities by not empathizing enough with the customer's view point. A good related book is Moments of Truth (which I also reviewed), which looks at using this approach during the turnaround of SAS.

The book is organized into three parts. The first one looks at the economic implications of complaints. Complaints are an opportunity to improve (the theory behind the gift paradigm), are cheap market research, present chances to win over customers, can establish a closer link to customers if we encourage them to complain, and are a great economic threat if we leave the enraged customer dissatisfied (as they tell everyone they can on television and the Internet). There are many useful examples and statistics to establish the size and importance of these economic connections.

Part II explains how to implement a complaint-as-a-gift program in an individual circumstance of dealing with an unhappy customer. The key barrier here is that front-line employees feel the pain of the personal attacks they receive, and fight back. I thought the best part of the book was in the explanations about how the psychology of these interactions works in most cases, and can be improved. The book has many scripts and examples of how to make this less painful for the front-line people while delighting the customer.
Lesen Sie weiter... ›
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Wir konnten Ihre Stimmabgabe leider nicht speichern. Bitte erneut versuchen
Von Ein Kunde am 27. September 1999
Format: Taschenbuch
I have read this book from cover to cover three times, and have purchased at least 10 copies to give to my front-line employees who deal with the customers daily. Today I am here at amazon to order yet another copy because an angry customer just walked in the front door screaming at my new receptionist and she was lost. This book disappears because it is such a good resource for any company who deals with the public frequently, dissipating frustration (such as at a newspaper) and where front-line customer service employees aren't ready for their reactions. The practical advice and especially the systematic 8-step process of dealing with the angry customer is extremely valuable to these employees. Not intended as a profound manager's strategic tool, it is, however, a great resource to use in training the front-line employee because it is so easy to read and understand.
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Von Ein Kunde am 23. Januar 1997
Format: Taschenbuch
Moller and Barlow's book is a must read for managers of all service companies. It gives some really brilliant examples of what makes companies like Nordstrom stand out from the crowd, and also gives useful guidelines for implementing a service culture in any organization.
Complaints handling is a very important, and often overlooked, aspect of creating service orientation and awareness. The lessons from this book can be used in any size of company.
I have personally used this book in my work as a consultant and my clients were as thrilled by this book (which I used as a gift) as I was.
If you want to survive in today's fast paced environment and retain existing customers (which is a lot easier than getting new ones) you really need to read this book.
BUY IT!!
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Format: Taschenbuch
I wish the Authors said like it is:
CUSTOMER SERVICE? It depends on one guy over fifty. These are those arrogant, marginally-intelligent guys called CEOs, who play their games and don't care for much or many but themselves. They sit on the top of the corporate pyramid and if the guy is good (Hewlett-Packard), so is the Company. If the guy is arrogant so is the corporate Pyramid, i.e. PanAm (R.I.P), Braniff (R.I.P),KODAK (R.I.P. soon), Apple, Microsoft, INTEL. Remember the Andy "Pentium" Grove fiasco? Should a CEO like Steve Jobs insist on a well-functioning Customer Service Department, he'll read this book, hire people who care and - believe me - it is done. That's all what there is to it. Customer Service or HR. Clear?
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Von Ein Kunde am 6. Januar 2000
Format: Taschenbuch
I just discovered this book, and it is a godsend! I have my entire company reading it. We can tell that there is a profound difference in the way that our customers respond to us. Janelle Barlow is a very gifted researcher with the ability to make complex ideas clearly understandable. Her co-author, Claus Moller, is one of Europe most highly regarded management gurus. The book even comes with a forward by the Chairman of British Airways -- who credits the methods discussed with turning his complany around from a money-loser to one of the world's premier airlines. I recommend this book to everyone who wants to get better at customer service.
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