A complaint is a gift strategy Complaints: necessary evil or opportunities? Capitalizing on complaints Why most customers don't complain In the mind of the complaining customer The gift formula Creating better customers with goodwill When customers go ballistic It's all in the words: responding to written complaints From a whisper to a global shout When feedback gets personal When you complain, make sure you are giving a gift.
Bibliography, etc. Note
Includes bibliographical references (pages 251-271) and index.