A complaint is a gift workbook : 101 activities, exercises, and tools to learn from critical feedback and recover customer loyalty /
"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 re...
Call Number: | Libro Electrónico |
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Main Authors: | , |
Format: | Electronic eBook |
Language: | Inglés |
Published: |
Oakland, CA :
Berrett-Koehler Publishers,
[2023]
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Edition: | First edition. |
Subjects: | |
Online Access: | Texto completo (Requiere registro previo con correo institucional) |
Table of Contents:
- Ch. 1. Getting started
- ch. 2. Understanding complaints
- ch. 3. Who complains?
- ch. 4. The treasure of complaints as gifts
- ch. 5. The gift formula
- ch. 6. Building empathy
- ch. 7. Questioning skills
- ch. 8. Listening skills
- ch. 9. Beyond words
- ch. 10. Powerful phrases that work
- ch. 11. Difficult customer interactions
- ch. 12. Making stress work for me
- ch. 13. Giving and receiving personal feedback.