TY  - BOOK
AU  - Barlow,Janelle
AU  - M�ller,Claus
ED  - ebrary, Inc.
TI  - A complaint is a gift: recovering customer loyalty when things go wrong 
SN  - 9781576755822 (pbk. : alk. paper)
AV  - HF5415.52 .B37 2008eb
U1  - 658.8/343 22
PY  - 2008///
CY  - San Francisco, Calif.
PB  - Berrett-Koehler Publishers
KW  - Consumer complaints
KW  - Customer services
KW  - Electronic books
KW  - local
N1  - Includes bibliographical references (p. 251-271) and index; 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; Electronic reproduction; Palo Alto, Calif.; ebrary; 2013; Available via World Wide Web; Access may be limited to ebrary affiliated libraries
UR  - http://ezproxy.alfaisal.edu/login?url=http://site.ebrary.com/lib/alfaisal/Doc?id=10315444
ER  -