By Janelle Barlow
The 1st version of A grievance is a present brought the innovative suggestion that patron lawsuits should not annoyances to be dodged, denied or buried, yet are in its place beneficial items of suggestions that may be used to enhance an organization's services and products. This re-creation has been completely revised and up to date. There are fresh chapters on the web, a brand new part entitled dealing with proceedings Directed at You and one other new part that turns the tables and discusses how the reader can bitch successfully. extra correct than ever in present day always hooked up international, while buyers can whinge immediately, 24/7, and broadcast their dissatisfaction around the globe in the event that they decide to, in the course of the textual content has been seriously revised, with a wealth of latest examples, instruments and techniques.
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Extra resources for A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
24 complaints Why We Don’t Like Complaints On the surface, it seems apparent why complaints have a bad reputation. Customers are saying that they do not like something about us. Who likes to hear that? It means there’s something wrong with us. Complaints are about blame, or what psychologists call negative attribution. When something positive happens, people have a tendency to attribute it to themselves or to take credit for their own behavior. For example, a customer buying a dress will likely think herself rather clever for finding it if she receives compliments on it, even if a shopkeeper clearly found the dress, brought it to the buyer, and urged her to purchase it.
Researchers some time ago demonstrated that effective complaint management can lower total marketing expenditures by substantially reducing the need for advertising. This savings in advertising can, in fact, offset the cost of compensating customers for their complaints. According to these researchers, you shouldn’t calculate just the profit margin on a single item of contention with a customer. 5 In 2004, we received an excited e-mail from a gentleman who had attended one of our Complaint Is a Gift seminars.
Did you pay full price for it or get it at a discount store—or on eBay? Come on. Fess up. How many songs does it have on it? Have you already listened to it and downloaded it onto your iPod? Why did you give it to me if you haven’t heard it yourself? ” You would never be so ungracious about a gift unless you have genuine social problems, in which case no one would be likely to give you a gift in the first place. You would say, “Thank you,” and you would mean it—even if you already had a copy of this CD or didn’t like most of the songs on it.
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow