A Complaint Is A Gift Workbook: 101 Activities, Exercises and Tools to Learn from Critical Feedback and Recover Customer Loyalty
Publisher,Berrett-Koehler Pub
Publication Date,
Format, Paperback
Weight,
No. of Pages, 256
Shelf: Non-Fiction Books / Business Finance & Accounting / Customer Service
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Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.
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--not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.
Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks.
About the Author
Victoria Holtz is CEO of Moveminds Latin America. For more than twenty-five years, she has directed consulting projects a a senior consultant and has delivered conferences and workshops for more than 35,000 people. She is the author of Branded Customer Service.
- Dimensions : 6 x 0.67 x 9 inches
