A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, Second Edition

  • 5h 2m
  • Claus Møller, Janelle Barlow
  • Berrett-Koehler Publishers
  • 2008
Using numerous real-life examples, this insightful book shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers - even when you have to say no.