Download or read book A Complaint is a Gift written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 1996 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.
Download or read book A Complaint Is a Gift Workbook written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2022-11-08 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward. A Complaint Is a Gift 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. A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.
Download or read book A Complaint Is a Gift written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2008-08-18 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Møller show 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. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
Download or read book Complaint Management Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2012-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Download or read book Emotional Value written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2000-04-01 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
Download or read book The Kilgarin s Gift written by Shay Rucker and published by Dark Radiance Productions. This book was released on 2020-09-24 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: A curse upon the cursed is perhaps the Goddess’s most calculated gift. ~ Tacura of The Indomitus Witch Trinity Cillian Kilgarin. He is wolf-shifter—Indomitus—Clan leader of the cursed Kilgarin’s... and he is losing himself to the madness of his Nocturnal Transition. Morgan Neale is a gun-for-hire. And she is his Rí, his Soul-Bearer, the one destined to save him from darkness and balance his existence. She does not. This human is a bloody curse. Stomping through his world with threats, violence, and foul-mouthed derision. She is the first weapon launched in an unprecedented attack against his clan, and if left unsolved, her mysteries may very well be their undoing. The Kilgarin and his Rí share a union the world has never seen, but with unrelenting changes and unknown dangers, will their fledgling bond be strong enough to survive the most insidious enemy Clan Kilgarin has ever encountered?
Download or read book Branded Customer Service written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2006-09-14 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
Download or read book One Perfect Gift written by Kathleen Morgan and published by Baker Books. This book was released on 2008 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Jessica Ashmore has come to the Colorado high plains in the winter of 1933 where she becomes the caretaker of stroke victim Abby MacKay. Abby's son Sean is none-too-pleased with the arrangement. But Christmas is a time of love and forgiveness, and their antagonism starts to give way to deeper feelings.
Download or read book Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.
Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Download or read book Complaint written by Sara Ahmed and published by Duke University Press. This book was released on 2021-08-09 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Complaint! Sara Ahmed examines what we can learn about power from those who complain about abuses of power. Drawing on oral and written testimonies from academics and students who have made complaints about harassment, bullying, and unequal working conditions at universities, Ahmed explores the gap between what is supposed to happen when complaints are made and what actually happens. To make complaints within institutions is to learn how they work and for whom they work: complaint as feminist pedagogy. Ahmed explores how complaints are made behind closed doors and how doors are often closed on those who complain. To open these doors---to get complaints through, keep them going, or keep them alive---Ahmed emphasizes, requires forming new kinds of collectives. This book offers a systematic analysis of the methods used to stop complaints and a powerful and poetic meditation on what complaints can be used to do. Following a long lineage of Black feminist and feminist of color critiques of the university, Ahmed delivers a timely consideration of how institutional change becomes possible and why it is necessary.
Download or read book The Parting Gift written by Evan Fallenberg and published by Other Press, LLC. This book was released on 2018-09-04 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: A “feverish and hypnotic” LGBTQ novel, combining the intoxicating atmosphere of Israel’s Mediterranean coast with the mounting dread of Patricia Highsmith and the eroticism of Edmund White (Shelf Awareness). “An unabashed tale that does not pull punches and looks at love’s underside . . . hits hard and never lets up.” —André Aciman, author of Call Me by Your Name An unnamed narrator writes a letter to an old college friend, Adam, with whom he has been staying since his abrupt return to the States from Israel. Now that the narrator is moving on to a new location, he finally reveals the events that led him to Adam’s door, set in motion by a chance encounter with Uzi, a spice merchant whose wares had developed a cult following. From his first meeting with Uzi, the narrator is overwhelmed by an animal attraction that will lead him to derail his life, withdraw from friends and extend his stay in a small town north of Tel Aviv. As he becomes increasingly entangled in Uzi’s life—and by extension the lives of Uzi’s ex-wife and children—his passion turns sinister, ultimately threatening all around him. Written in a circuitous style that keeps you guessing until the end, The Parting Gift is an erotic page-turner and a shrewd exploration of the roles men assume, or are forced to assume, as lovers, as fathers, as Israelis, as Palestinians. “Intricate and complex . . . beautifully and tenderly told.” —Imbolo Mbue, New York Times bestselling author of Behold the Dreamers
Download or read book The Girl With All the Gifts written by M. R. Carey and published by Orbit. This book was released on 2014-06-10 with total page 405 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the ruins of civilization, a young girl's kindness and capacity for love will either save humanity -- or wipe it out in this USA Today bestselling thriller Joss Whedon calls "heartfelt, remorseless, and painfully human." Melanie is a very special girl. Dr Caldwell calls her "our little genius." Every morning, Melanie waits in her cell to be collected for class. When they come for her, Sergeant keeps his gun pointed at her while two of his people strap her into the wheelchair. She thinks they don't like her. She jokes that she won't bite, but they don't laugh.
Download or read book Think Like a Monk written by Jay Shetty and published by Simon & Schuster. This book was released on 2020-09-08 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: Jay Shetty, social media superstar and host of the #1 podcast On Purpose, distills the timeless wisdom he learned as a monk into practical steps anyone can take every day to live a less anxious, more meaningful life. When you think like a monk, you’ll understand: -How to overcome negativity -How to stop overthinking -Why comparison kills love -How to use your fear -Why you can’t find happiness by looking for it -How to learn from everyone you meet -Why you are not your thoughts -How to find your purpose -Why kindness is crucial to success -And much more... Shetty grew up in a family where you could become one of three things—a doctor, a lawyer, or a failure. His family was convinced he had chosen option three: instead of attending his college graduation ceremony, he headed to India to become a monk, to meditate every day for four to eight hours, and devote his life to helping others. After three years, one of his teachers told him that he would have more impact on the world if he left the monk’s path to share his experience and wisdom with others. Heavily in debt, and with no recognizable skills on his résumé, he moved back home in north London with his parents. Shetty reconnected with old school friends—many working for some of the world’s largest corporations—who were experiencing tremendous stress, pressure, and unhappiness, and they invited Shetty to coach them on well-being, purpose, and mindfulness. Since then, Shetty has become one of the world’s most popular influencers. In 2017, he was named in the Forbes magazine 30-under-30 for being a game-changer in the world of media. In 2018, he had the #1 video on Facebook with over 360 million views. His social media following totals over 38 million, he has produced over 400 viral videos which have amassed more than 8 billion views, and his podcast, On Purpose, is consistently ranked the world’s #1 Health and Wellness podcast. In this inspiring, empowering book, Shetty draws on his time as a monk to show us how we can clear the roadblocks to our potential and power. Combining ancient wisdom and his own rich experiences in the ashram, Think Like a Monk reveals how to overcome negative thoughts and habits, and access the calm and purpose that lie within all of us. He transforms abstract lessons into advice and exercises we can all apply to reduce stress, improve relationships, and give the gifts we find in ourselves to the world. Shetty proves that everyone can—and should—think like a monk.
Download or read book Manta s Gift written by Timothy Zahn and published by Macmillan. This book was released on 2007-04-01 with total page 420 pages. Available in PDF, EPUB and Kindle. Book excerpt: When Matt Raimey had his accident, he thought his life was over. He never dreamed, in his wildest fantasies, that he'd end up in a spot like this. In the toxic atmosphere of Jupiter, born into the body of an enormous creature that looked like a cross between a manta ray and a dolphin, he is living a new life, unlike any humankind had previously experienced. An unbelievable turn of events, it gave him a reason to live, to survive, no matter what happened . . . but every second chance comes with conditions and responsibilities. And as those who brought him to this strange destiny have their authority stripped from them and he discovers the truth that only he can know about the giant alien creatures he now calls family, this man reborn as the one they now call Manta suddenly isn't sure he wasn't better off before. . . .
Download or read book I d Rather Be Reading written by Guinevere de la Mare and published by Chronicle Books. This book was released on 2017-08-15 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt: A compendium of delightful essays, poems, photos, quotations, and illustrations for book lovers. For anyone who’d rather be reading than doing just about anything else, this ebook is the ultimate must-have. In this visual ode to all things bookish, readers will get lost in page after page of beautiful contemporary art, photography, and illustrations depicting the pleasures of books. Artwork from the likes of Jane Mount, Lisa Congdon, Julia Rothman, and Sophie Blackall is interwoven with text from essayist Maura Kelly, bestselling author Gretchen Rubin, and award-winning author and independent bookstore owner Ann Patchett. Rounded out with poems, quotations, and aphorisms celebrating the joys of reading, this lovingly curated compendium is a love letter to all things literary, and the perfect thing for bookworms everywhere.
Download or read book No Complaints written by Cianna P. Stewart and published by . This book was released on 2018-01-30 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: About ten years ago, documentary film maker and author Cianna P. Stewart reached a breaking point when she realized that she was complaining all the time. Over the decade that followed she moved from being a powerless passive complainer to actively taking control over her life and getting more out of all aspects of it along the way. For several years, she's been running workshops in "Going NoCo" where she helps people learn the skills needed to successfully change their own pattern of complaining. Nearly every self-development and spiritually-enlightened person says the first step to improving your life and experiencing happiness is to stop complaining and to start taking personal responsibility, but they stop short at the part about how to do it. NO COMPLAINTS: How to Stop Sabotaging Your Own Joy is the go-to workbook for anyone who believes they're too negative and are ready to change but don't know where to start. The book will help you recognize why certain situations are emotionally charged and make decisions about how to handle them. The ultimate goal is to move from feeling stuck to taking action by giving you the tools to engage in difficult conversations and navigate change. "The goal of Going "NoCo" is to move away from unhealthy complaining and toward resolving the issues in your world"! -- Cianna P. Stewart NO COMPLAINTS contains prompts that will guide you through the process of breaking the complaining habit. It follows a well-established system for transforming habits, which Cianna breaks into sections: Awareness, Interruption, Replacement. Key concepts include: The difference between complaining and problem-solving Understanding the emotions and patterns that underlie unconscious and habitual complaints Identifying the challenges that make it hard to keep the NoCo resolution Learning internal and external tools to interrupt the patterns of complaining Going NoCo is a practice, not a one-time magic pill. NO COMPLAINTS emerged out of years of reading, conversations, and trainings, all of which drew on a wide variety of fields. The content has been tested, tweaked, and refined through workshops, provocative questions, and illuminating conversations. With NO COMPLAINTS: How to Stop Sabotaging Your Own Joy you will learn habits that will make you more resilient when difficulties arise. Find out what happens when you Go NoCo today!
