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A Complaint is a Gift (EasyRead Edition): Recovering Customer Loyalty When Things Go Wrong - Softcover
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Biografía del autor
JANELLE BARLOW, PhD, knows a lot about feedback, having spent more than thirty years receiving critiques about her speeches and seminars to management groups, her writing, and even her management style. And that's not counting all the feedback she gets from her family. Her keen sense for diverse ideas and approaches to management was shaped in part by living in Asia for three years. Even today she spends a great deal of her time traveling the world, speaking to audiences on the topics of complaint handling and branded service. She works with clients to help them handle complaints, brand their service cultures, and create genuine organizational change. Janelle became president of TMI US in 1996. A member of the National Speakers Association, she has earned the designation of Certified Speaking Professional. She currently sits on the Council of the International Federation for Professional Speakers.... Her doctorate is from the University of California, Berkeley, where she studied both political science and education. She also has a master's degree in international relations from the University of Pittsburgh and a master's in psychology from Sonoma State University.
Reseña del editor
The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very few companies deliver it well. Why is that? The concept of great service is a simple enough concept, but in practice it's actually a very hard thing to do right. We work at our service delivery every single day at Zappos. This book serves as a how-to guide for taking the first step to building a customer-service-oriented organization. If you can turn your organization into a complaint-friendly organization by following the steps outlined in this book, then you will be well on your way to being one of those rare companies that deliver great service. It's not an easy path, and it won't happen overnight. It happens one step at a time, and reading this book is probably one of the best first steps you can take. ----Tony Hsieh, CEO, ZAPPOS.COM
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- VerlagReadhowyouwant
- Erscheinungsdatum2009
- ISBN 10 1442964995
- ISBN 13 9781442964990
- EinbandTapa blanda
- SpracheEnglisch
- Anzahl der Seiten408
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