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Author: Janelle Barlow Publisher: Berrett-Koehler Publishers ISBN: 1609944437 Category : Business & Economics Languages : en Pages : 370
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.
Author: Janelle Barlow Publisher: Berrett-Koehler Publishers ISBN: 1609944437 Category : Business & Economics Languages : en Pages : 370
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.
Author: Janelle Barlow Publisher: Berrett-Koehler Publishers ISBN: 9781881052814 Category : Business & Economics Languages : en Pages : 236
Book Description
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.
Author: Will Bowen Publisher: Harmony ISBN: 0770436463 Category : Body, Mind & Spirit Languages : en Pages : 306
Book Description
Full of practical ideas and inspiring stories from people who have already transformed their lives through the Complaint Free program, you'll learn not only how to stop complaining but also how to become more positive and live the life you’ve always dreamed about. More than ten million people in 106 countries have used the simple principles found in this book to eradicate the toxicity of complaining from their lives. And, as a result, they have experienced better health, happier relationships, greater career success and a significant increase in happiness. A Complaint Free World will explain what constitutes a complaint, why we complain, what benefits we think we receive from complaining, how complaining is destructive to our lives, and how we can get others around us to stop complaining. Find out how forming the simple habit of not complaining can transform your health, relationships, career and life. Consciously striving to reformat your mental hard drive is not easy, but you can start now by using the steps Bowen presents here. If you stay with it, you'll find that not only will you stop complaining, but others around you will cease to do so as well and in a short period of time, you'll have a more positive life. “A Complaint Free World is an engaging, enjoyable, easy-to-read reminder that the only permanent, constructive changes you can make in the world are the changes that you make in yourself.” –Gary Zukav, author of The Seat of the Soul and Soul to Soul
Author: Sarah Cook Publisher: Kogan Page Publishers ISBN: 074946531X Category : Business & Economics Languages : en Pages : 208
Book Description
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Author: Ian Rankin Publisher: Reagan Arthur Books ISBN: 0316123188 Category : Fiction Languages : en Pages : 440
Book Description
Nobody likes The Complaints -- they're the cops who investigate other cops. It's a department known within the force as The Dark Side, and it's where Malcolm Fox works. He's a serious man with a father in a nursing home and a sister who persists in an abusive relationship, frustrating problems about which he cannot seem to do anything. Then the reluctant Fox is given a new case. There's a cop named Jamie Breck, and he's dirty. The problem is, no one can prove it. As Fox takes on the job, he learns that there's more to Breck than anyone thinks -- dangerous knowledge, especially when a vicious murder takes place far too close to home. In The Complaints, Rankin proves again why he is one of the world's most beloved and bestselling crime writers, mixing unstoppable pacing with the deeper question of who decides right from wrong.
Author: Will Bowen Publisher: Harmony ISBN: 0307590216 Category : Self-Help Languages : en Pages : 235
Book Description
A revolutionary approach to improving every relationship in your life, Complaint Free Relationships picks up where the internationally successful A Complaint Free World left off, with all-new methods to help you overcome toxic habits and build strong, successful connections with others. The original Complaint-Free movement has exploded into an international phenomenon, with 5.5 million people in more than 80 countries taking the pledge to create a complaint-free life, as well as national media attention. As this movement expands, it is clear that the real focus of achieving true complaint-free living lies in our relationships. People complain to bond with others. It's easy to feel connected by common annoyances. But most complaining is about people, and this leads to negative and unhealthy foundations for our relationships with others--from family, lovers and friends to our more casual connections with people in our daily lives. Complaint-Free Relationships provides insight and helpful tools to see, understand, and engage in our relationships through the lens of complaint-free living. It incorporates new studies about complaining, inspiring and illuminating stories from Will Bowen's experience both as a minister and founder of the Complaint Free movement, and practical exercises at the end of each chapter. By providing the tools you need to escape the trap complaining creates--feeling unfulfilled and inadequate--Complaint-Free Relationships offers new clarity and encourages you to create happy, stimulating and mutually satisfying relationships.
Author: Wendy Scase Publisher: Oxford University Press ISBN: 0199270856 Category : Law Languages : en Pages : 228
Book Description
Giving a different perspective on the relations between early judicial process & the development of literature in England, this book argues that texts ranging from political libels & pamphlets to laments of the unrequited lover constitute a literature shaped by the crucial role of complaint in the law courts.
Author: John Weeks Publisher: University of Chicago Press ISBN: 9780226878119 Category : Business & Economics Languages : en Pages : 184
Book Description
John R. Weeks based his study on long-term observations made at the British Armstrong Bank in the UK. Not one person, from the CEOs to the junior clerks had anything good to say about its corporate culture, yet the way things were done never seemed to alter.
Author: Lauren Berlant Publisher: Duke University Press ISBN: 0822389169 Category : Literary Criticism Languages : en Pages : 370
Book Description
The Female Complaint is part of Lauren Berlant’s groundbreaking “national sentimentality” project charting the emergence of the U.S. political sphere as an affective space of attachment and identification. In this book, Berlant chronicles the origins and conventions of the first mass-cultural “intimate public” in the United States, a “women’s culture” distinguished by a view that women inevitably have something in common and are in need of a conversation that feels intimate and revelatory. As Berlant explains, “women’s” books, films, and television shows enact a fantasy that a woman’s life is not just her own, but an experience understood by other women, no matter how dissimilar they are. The commodified genres of intimacy, such as “chick lit,” circulate among strangers, enabling insider self-help talk to flourish in an intimate public. Sentimentality and complaint are central to this commercial convention of critique; their relation to the political realm is ambivalent, as politics seems both to threaten sentimental values and to provide certain opportunities for their extension. Pairing literary criticism and historical analysis, Berlant explores the territory of this intimate public sphere through close readings of U.S. women’s literary works and their stage and film adaptations. Her interpretation of Uncle Tom’s Cabin and its literary descendants reaches from Harriet Beecher Stowe to Toni Morrison’s Beloved, touching on Shirley Temple, James Baldwin, and The Bridges of Madison County along the way. Berlant illuminates different permutations of the women’s intimate public through her readings of Edna Ferber’s Show Boat; Fannie Hurst’s Imitation of Life; Olive Higgins Prouty’s feminist melodrama Now, Voyager; Dorothy Parker’s poetry, prose, and Academy Award–winning screenplay for A Star Is Born; the Fay Weldon novel and Roseanne Barr film The Life and Loves of a She-Devil; and the queer, avant-garde film Showboat 1988–The Remake. The Female Complaint is a major contribution from a leading Americanist.
Author: Julian Baggini Publisher: Profile Books ISBN: 9781846680632 Category : Complaints (Rhetoric) Languages : en Pages : 148
Book Description
Complaint can be a powerful political tool. Nelson Mandela and Martin Luther King both used it to drive social change. So why do we moan about increasingly trivial things - like the weather or public transport? Do Brits complain less than Americans? Do men and women complain about different things? What is the best way to complain? From Adam and Eve to the Iraq War, Baggini analyzes precisely what we complain about, how and why. You can't complain about that!
Author: Janelle Barlow
Author: Janelle Barlow
Author: Janelle Barlow
Author: Will Bowen
Author: Sarah Cook
Author: Ian Rankin
Author: Will Bowen
Author: Wendy Scase
Author: John Weeks
Author: Lauren Berlant
Author: Julian Baggini