| Description |
1 online resource |
| 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 |
| Summary |
"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"-- Provided by publisher |
| Notes |
Description based on print version record and CIP data provided by publisher; resource not viewed |
| Subject |
Consumer complaints.
|
|
Customer services.
|
|
Consumer complaints.
|
|
Customer services.
|
| Form |
Electronic book
|
| Author |
Holtz, Victoria, author.
|
| LC no. |
2022018520 |
| ISBN |
9781523003013 |
|
1523003014 |
|
9781523002986 |
|
1523002980 |
|
9781523002993 |
|
1523002999 |
|
