A Complaint Is a Gift Workbook by Janelle Barlow

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A Complaint Is a Gift Workbook by Janelle Barlow

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A Complaint Is a Gift Workbook by Janelle Barlow

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.

A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.

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Janelle Barlow is Chief Executive of Branded Customer Service-the Americas and President of TMI US. Her previous books include the bestselling A Complaint Is a Gift and Emotional Value.
Paul Stewart is the Chief Executive of Branded Customer Service-Asia Pacific and Director of TMI New Zealand. He was previously chief economist for the ANZ Banking Group (NZ) Ltd.
SKU Nicht verfügbar
ISBN 13 9781523002979
ISBN 10 1523002972
Titel A Complaint Is a Gift Workbook
Autor Janelle Barlow
Buchzustand Nicht verfügbar
Bindungsart Paperback
Verlag Berrett-Koehler Publishers
Erscheinungsjahr 2022-11-08
Seitenanzahl 192
Hinweis auf dem Einband Die Abbildung des Buches dient nur Illustrationszwecken, die tatsächliche Bindung, das Cover und die Auflage können sich davon unterscheiden.