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...

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Bibliographic Details
Call Number:Libro Electrónico
Main Authors: Barlow, Janelle, 1943- (Author), Holtz, Victoria (Author)
Format: Electronic eBook
Language:Inglés
Published: Oakland, CA : Berrett-Koehler Publishers, [2023]
Edition:First edition.
Subjects:
Consumer complaints.
Customer services.
Consommateurs > Plaintes.
Service à la clientèle.
Consumer complaints
Customer services
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.

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