[GET] A Complaint is a Gift

[teratron]

Seems like an interesting read. That is not for me but for you folks to judge. Also, you might find this share elsewhere but it is likely not an ORiGINAL PDF but converted from an ePub. This is a direct PDF from Berrett-Koehler!

I also noticed it is a TREND these days to include 'This page is intentionally left blank'. Now I don't know about you guys, but I find it can be (and is highly) jarring and somewhat annoying. So, being the caring sharer that I am, I removed ALL such instances, so that you amazing people can read it without disruptive breaks or read the book all in one shot without interruptions.

Hope you find this book (about pleasing and satisfying the customer for repeat business) beneficial to you!!!

Cover Image:



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.

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[edwinteguhn]

thank you for your kindness.
max rep added

[teratron]

(10-28-2019 08:12 AM)edwinteguhn Wrote:  thank you for your kindness.
max rep added

Thank you for your kind appreciation! Reps sent back your way!!

Enjoy the book, but use it to help you in your business! Don't just hoard resources like this one!!!