A complaint is a gift. How to maintain customer loyalty in difficult situations
A complaint is a gift. How to maintain customer loyalty in difficult situations
Book Description
From the book you will learn: - why people write negative reviews; - do customer complaints help to develop a business; - why the most harmful client is actually the most useful; - how to turn the negative in their favor; - to whom and where to write complaints. This is a practical guide for organizations of any type working in all sectors of the economy and interacting with consumers on a weekly basis. The authors' reasoning is based on the concept of "a complaint is a gift", which allows optimizing and improving the business efficiently and without much cost. The book is addressed to everyone whose work is somehow connected with the customer service. 2nd edition, revised and expanded.
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