6/3/2023 0 Comments Movemind by Robert NewFrom her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic. This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. Most importantly, complaints that are well received create customer loyalty. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. 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-not to mention your best bargain in market research. Book Synopsis The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19. This updated edition explores how this feedback can be used to improve an organizations products and services. About the Book The first edition introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried, but are instead valuable pieces of feedback.
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