商品簡介
The first edition introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried, but are instead valuable pieces of feedback. This updated edition explores how this feedback can be used to improve an organization's products and services.
作者簡介
Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service.
Claus Møller is the founder of TMI. He has written several books on management, which together have sold more than three million copies.
