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 ...
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.
Beschwerden von Kunden sind eine Art Feedback-Mechanismus, der Unternehmen die Chance gibt, rasch und kostengünstig Produkte, Dienstleistungen sowie die Marktorientierung zu verändern und anzupassen.