A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, 2nd edition by Janelle Barlow, Claus Moller
English | ISBN: 1576755827 | 2008 | PDF | 287 pages | 3 MB
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 that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated.