Barlow, Janelle,  1943- <br/><br/>
A complaint is a gift  recovering customer loyalty when things go wrong /  [electronic resource] : 
Janelle Barlow, Claus M�ller. 
 - 2nd ed. 
 - San Francisco, Calif. :  Berrett-Koehler Publishers,  c2008. 
 - x, 287 p. 
<br/><br/>Includes bibliographical references (p. 251-271) and index. 
<br/><br/>A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift. 
<br/><br/><br/>Electronic reproduction. <br/>Palo Alto, Calif. : <br/>ebrary, <br/>2013. <br/>Available via World Wide Web. <br/>Access may be limited to ebrary affiliated libraries. 
<br/><br/><label>ISBN: </label>9781576755822 (pbk. : alk. paper) 
<br/><br/><label>LCCN: </label>
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer complaints.<br/>Customer services.
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Electronic books.
<br/><br/><label>LC Class. No.: </label>HF5415.52  / .B37 2008eb 
<br/><br/><label>Dewey Class. No.: </label>658.8/343