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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.
Table of Contents
- Cover Page
- Title Page
- Copyright
- Dedication
- Contents
- Preface
- Introduction: Complaints—A Pathway to Keep Customers
- Chapter One: What Exactly Are Complaints?
- Chapter Two: How We Tell Customers Not to Complain
- Chapter Three: Five Reasons Why Complaints Are Gifts
- Chapter Four: Putting the Gift Formula into Action
- Chapter Five: Using the Gift Formula to Its Maximum
- Chapter Six: Complaints Passed by Word of Mouth
- Chapter Seven: Upset and Aggressive Customers
- Chapter Eight: Developing Mental Fortitude
- Chapter Nine: The World Has Changed—Internet Complaints
- Chapter Ten: Staying Connected to What Is Happening Online
- Chapter Eleven: Give a Gift When You Complain
- Conclusion: Next Steps from Top to Bottom
- Notes
- In Memoriam
- Index
- About the Author