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A COMPLAINT IS A GIFT WORKBOOK: 101 ACTVTS EXERCS TOOLS

Management

Business & Economics

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B2B GT

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B2B & B2C

<P><EM>A Complaint Is a Gift</EM> 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. This workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.</P>

A Complaint Is a Gift Workbook: 101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty

Professional & Reference

A Complaint Is a Gift Workbook

Duration

Duration Unit Of Measure

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Front Cover.
Title Page.
Copyright Page.
Dedication.
Contents.
Preface.
Introduction: Complaints and Gifts.
1: Getting Started.
2: Understanding Complaints.
3: Who Complains?.
4: The Treasure of Complaints as Gifts.
5: The Gift Formula.
6: Building Empathy.
7: Questioning Skills.
8: Listening Skills.
9: Beyond Words.
10: Powerful Phrases That Work.
11: Difficult Customer Interactions.
12: Making Stress Work for Me.
13: Giving and Receiving Personal Feedback.
Conclusion: Next Steps.
Notes.
How Trainers Can Use This Workbook.
About the Authors.
Other Backmatter.
About the Publisher.
Other Backmatter.

A Complaint Is a Gift Workbook: 101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty.css-1p8rvzy{position:absolute;padding-left:8px;}

A Complaint Is a Gift Workbook: 101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty