Janelle Barlow

Auteur de A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

8 oeuvres 187 utilisateurs 2 critiques

A propos de l'auteur

Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service Claus Moller is the founder of TMI. He has written several books on management, productivity, service, and quality which together have sold more than three afficher plus million copies afficher moins

Comprend les noms: Janelle M. Barlow

Œuvres de Janelle Barlow

Populaires Récent

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (1996) 119 exemplaires

Branded Customer Service: The New Competitive Edge (2004) 39 exemplaires

Emotional Value: Creating Strong Bonds with Your Customers (2000) 15 exemplaires

Smart Videoconferencing: New Habits for Virtual Meetings (2002) 7 exemplaires

Eine Beschwerde ist ein Geschenk. Der Kunde als Consultant. (2003) 4 exemplaires

Gestion Del Estres: Como Optimizar Su Rendimiento Y Mejorar Su Calidad De Vida (Spanish Edition) (2001) 1 exemplaire

Een klacht ... een geschenk uit de hemel en een effectief strategisch middel (1997) 1 exemplaire

Gestión del estrés : cómo vencer los obstáculos y mejorar su actitud y su calidad de vida (2005) 1 exemplaire

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A Complaint Is a Gift par Janelle Barlow

A Complaint is a Gift is a gift -- the gift being increased success by companies that acknowledge and adopt its principles of customer service. And increased effectiveness by individuals who apply them even to their personal lives.

The book's 14 chapters explore the psychology of complaining (and not complaining); the benefits when companies choose to hear and resolve complaints (vs think that customers are nasty annoyances, or naively assume that no news is good news); and strategies to develop a business culture that solicits and resolves complaints.

Published in 1996, there are only two aspects not still current: 1) the chapter on how to encourage customers to report complaints lacks mention of Internet web sites -- a revision could explore these convenient conduits; and 2) although the customer-service examples remain valid, the businesses mentioned tend to be dated -- not today's "hot" companies. And in the end, I still see the front-line customer service rep as having a most difficult job; I would like to see more strategies that support these folks.… (plus d'informations)

Signalé

DetailMuse | Jan 28, 2008 |

Branded customer service: the new competitive edge par Janelle Barlow

From OCLC World Cat
Suggests a step for marketing specialists who have realized that significant brand equity is built not just through advertising and public relations efforts. This book states that an integrated brand needs to be lived and expressed through every aspect of the brand's organisational culture, especially the human exchange of customer service.

Signalé

COREEducation | Jan 5, 2015 |

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