Жалоба как подарок. Том 3

Это практическое пособие для людей, занятых в сфере обслуживания. Авторы предлагают новый взгляд на жалобы — они рассматривают их как подарки, как дешевый и эффективный способ совершенствовать качество продукции и сервиса и оптимизировать бизнес. Ноу-хау авторов — восьмишаговая формула «жалоба = подарок». Авторы дают советы по улучшению климата внутри компании, что позволяет остановить текучесть кадров. В книге представлено множество примеров из жизни, иллюстрирующих как успешное возвращение доверия разочарованных клиентов, так и потерю бизнеса из-за политики отрицательного отношения к жалобам, принятой в компании.

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Complaint as a Gift. Volume 3

Transform complaints into opportunities with "Complaint as a Gift. Volume 3," a practical guide for service professionals. This book offers a revolutionary perspective on customer complaints, viewing them as valuable gifts that can drive product and service improvements, and ultimately optimize your business.

Book Overview and Main Themes

Discover the authors' innovative eight-step formula for turning complaints into positive outcomes. Learn how to cultivate a positive internal company culture to reduce employee turnover and foster a customer-centric environment. The book emphasizes the importance of actively listening to and addressing customer concerns to build loyalty and prevent negative word-of-mouth.

Target Audience and Reading Level

This book is ideal for managers, customer service representatives, business owners, and anyone involved in the service industry. The content is presented in a clear and accessible manner, making it suitable for readers with varying levels of experience in customer service and business management.

Key Features and Benefits

• Practical Strategies: Implement proven techniques to effectively handle customer complaints and turn them into opportunities for growth.
• Improved Customer Loyalty: Learn how to build stronger relationships with customers by addressing their concerns and exceeding their expectations.
• Enhanced Business Performance: Discover how to optimize your products, services, and internal processes based on customer feedback.
• Reduced Employee Turnover: Create a positive work environment that values customer feedback and empowers employees to resolve issues effectively.
• Real-World Examples: Benefit from numerous case studies illustrating both successful customer recovery and the negative consequences of ignoring complaints.

Why Choose This Book?

"Complaint as a Gift. Volume 3" provides a unique and actionable approach to customer service. Unlike traditional methods that view complaints as a burden, this book empowers you to see them as valuable insights that can drive innovation and improve your bottom line. By adopting the principles outlined in this book, you can transform your customer service from a cost center into a strategic asset.