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| Preface | ||
| Acknowledgments | ||
| Introduction | ||
| Ch. 1 | Satisfied Customers Are Not an Accident | 1 |
| Ch. 2 | The Importance of Procedure | 13 |
| Ch. 3 | Determine the Minimum Requirement to Solve the Crisis | 31 |
| Ch. 4 | Can the Customer Be Satisfied? | 47 |
| Ch. 5 | Determining the Origin of the Problem | 55 |
| Ch. 6 | Writing Resolution Reports: The Need for Complete and Accurate Records | 69 |
| Ch. 7 | Answering the Bell | 81 |
| Ch. 8 | Handling Letters of Complaint | 113 |
| Ch. 9 | Pulling It All Together | 127 |
| Epilogue | 137 | |
| Appendix Schedule | ||
| Index | 171 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Edward S Leonard Iii
reviewed Customer Crisis: Turning an Unhappy Customer into a Life-Long Client on February 27, 2018
Customer Crisis
Got this older edition from the library by mistake, then decided to read it anyway.
A lot of the book is devoted to the psychological reasons many people hold stocks too long.
The problem with this book is that it preaches to the choir.
I got the book because I was already convinced that "buy-and-hold" is not always good advice, and I wanted to know more about how to sell advantageously. So reading all about the rationalizations other people apply to their laziness in hanging on to stocks even after it becomes clear the stocks have become losers was not so useful to me.
There was some advice about reasons to sell, but not as much as I had hoped.
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