Index
- age differences, effects of, 91–96
- Amazon, 54, 109
- anger
- causes of, 118
- dissatisfaction vs., 115
- handling, 115–118, 121–124, 128–129
- increase in, 113–114
- reducing, 132
- stages of, 118–121
- symptoms of, 131
- apologizing, 30, 73–77
- Apple, 34, 47, 51–52, 142–144, 169
- AT&T, 90
- attribution theory, 23–25
- Best Buy, 90
- Bet-David, Patrick, 52–53
- Bitner, Mary Jo, 53
- Blackshaw, Peter, 150
- blame
- anger and, 119–120
- assigning, 23, 24–25
- complaints and, 23–24, 30
- reactions to, 23
- unmet expectations and, 24
- blogs, 169–170
- burnout, 14, 74
- call centers
- outsourced vs. US-based, 50–52
- profitable, 52
- See also complaint handlers
- Club Med, 18–19
- communication
- chain, creating positive, 86–88
- nonverbal, 136–137
- styles, 140–141, 152
- complaint handlers
- burnout and, 14, 74
- customer aggression and, 113–118
- emotions and, 20
- engaging with, 174, 175–177
- location of, 14
- names for, 14
- next steps for, 185–186
- as problem solvers, 14
- psychological skills for, 21–22
- relationship between customers and, 175–176
- superstar, 85–86
- complaint handling
- asking for information, 88–90
- challenge of, 13–15
- customer satisfaction and, 8
- intent vs. impact, 36
- myths about, 6–9
- next steps for, 183–187
- nonverbal communication in, 136–137
- poor, 1, 2, 4–5, 37–40, 70, 141
- as a powerful tool, 3, 5–6
- as a puzzle, 95
- sales and, 8
- See also Gift Formula
- Complaint Is a Gift mindset, A creating organizational culture to support, 63–64, 186–187
- five reasons for, 43–59
- value of, 3–4
- Complaint Is a Gift Workbook, A (Barlow and Holtz), x, 68, 80, 114–115, 184, 185–186
- complaints
- “at first glance” messages vs. embedded threats, 15–16
- attribution and, 23–26
- avoiding taking personally, 128–131
- bad reputation of, 14, 23–24
- blame and, 23–24
- clearing the mind after problematic, 133–135
- complexity of, 13–15
- defining, 13
- discouraging, 29–33
- dissatisfaction after, 1, 2, 4–5
- emotional side of, 16, 19–22
- failing to hear, 101
- frequency of, 1, 33–34
- hidden, 57–58, 102–104, 158–161
- legitimacy of, 23, 25–26
- as a marketing tool, 48–52
- motivations for, 23
- national differences in, 104–105
- natural reactions to, 6–7
- passed by word of mouth, 12, 105–110
- personal, 177–181
- about prices, 71–73
- recurring, 90–91
- research on, 12
- setting targets to reduce number of, 7–8, 101–102
- as simple comments, 71–72
- See also online reviews
- ConsumerAffairs, 54
- Consumer Financial Protection Bureau, 46–47
- Consumer Response Annual Report, 46–47
- Costco, 21, 109
- COVID-19 pandemic, 46, 114, 115, 173, 179
- Customer Care Alliance, 118
- customer emotions
- awareness of, 131–132
- complaints and, 19–22
- identifying, 21
- ignoring, 20, 22
- memories and, 22–23
- recognizing, 16–21
- See also anger
- customers
- age differences and, 91–96
- asking for information from, 31–32, 62, 78–79, 88–90
- blaming, 23, 24
- communicating with, 57–58, 86–88, 140–141, 168–171
- discouraged from complaining, 29–33
- expanding tolerance zone of, 96–97
- “firing,” 124
- importance of service to, 4
- improving relationship with, 44–45
- internal, 181
- learning from, 46–48, 135–136
- long-lasting memories of, 22–23, 37–40
- losing, 1–2, 4–5, 43–45
- loyalty of, 43, 44, 52–56
- noncomplaining, 14, 29–33, 33–35, 104
- nonengagement of, with brands, 6
- relationship between CSRs and, 175–176
- remembering names of, 140
- retaining, 19, 20, 44–45
- right of, to complain, 25–26
- showing importance of, 136–144
- upset and aggressive, 113–124, 128–129, 135–136
- customer satisfaction surveys, 102–103
- customer service representatives (CSRs). See complaint handlers
- Dao, David, 75–76, 159
- Davidow, Moshe, 141
- Dell, 51
- Dopson, Elise, 74
- Drucker, Peter, 4
- Dubey, Akshay, 132
- Edelman Trust Barometer, 2
- Ellis, John Prescott, 149, 160
- Emotional Value (Barlow), 19–20
- emotions
- awareness of, 131–133
- primary, 131–132
- See also anger; customer emotions
- empathy, 20
- expectations, unmet, 13, 24
- Facebook, 155, 158, 168
- fairness evaluation, age differences in, 91–96
- family relationships, 9, 177–181
- Federal Trade Commission, 168
- Financial Services Authority (FSA), 69–70
- follow-up
- importance of, 79–81
- lack of, 2
- fortitude
- defining, 128
- foundations of, 127
- Fromkin, Victoria, 137
- Gallup, 6
- Gift Formula
- 1. Respond by building rapport, 65–78
- 2. Recover by fixing the issue, 78–81
- 3. Address the issue inside the organization so it doesn’t recur, 81–82
- maximizing use of, 85–97
- number of steps in, 64–65
- varying sequence of, 64
- Golden, Bernard, 114
- Goodman, John, 29, 174
- Google Alert, 165–166
- Google TV, 90
- Gooze, Mitch, 39–40
- Harari, Oren, 124
- Hart, Christopher, 18
- Hawking, Stephen, 150
- Heider, Fritz, 24
- Heskett, James, 18
- Hewlett-Packard (HP), 82
- Hodges, Sara, 139
- Holtz, Victoria, x, 68, 114, 184
- Hyams, Nina, 137
- IBM, 56
- “inconvenience,” meaning of, 74–75
- Inns, David, 51
- internet. See blogs; online reviews; social media
- Kübler-Ross, Elisabeth, 118
- LaBant, Robert, 56
- Laub, Gillian, 178–179
- Leadership Secrets of Colin Powell, The (Harari), 124
- LeDoux, Joseph, 22
- Legere, John, 51
- Leonard, George, 129–130
- LG, 39–40
- Libretta, 152
- likability vs. trust, 52–53
- Lively, 51
- Maas, Peter, 106
- Mackey, John, 168
- Market Matrix, 152
- market research, 48–52, 151
- McDonald’s, 55
- Mehrabian, Albert, 136
- mirroring, 138–139
- Munoz, Oscar, 76
- National Customer Rage Study, 1, 4, 5, 29, 73, 141
- negative attribution, 24
- Nielsen Communications, 108
- “no,” saying, 144–145
- nonverbal communication, 136–137
- NOP World, 104–105
- O’Hara, Maureen, 21
- online reviews
- continuously checking, 165–166
- fake, 167–168
- growth of, 10–11
- responding to, 151–157, 168–169
- trust in, 106
- See also social media
- Overcoming Destructive Anger (Golden), 114
- pacing, 138–141
- packaging, 50
- partnership, language of, 143
- Passengers’ Bill of Rights, 159–160
- Pfeffer, Jeffrey, 43
- Pocklington, Astrid, 54–55
- prices, complaints about, 71–73
- PricewaterhouseCoopers (PwC), 1–2
- Proserpio, Davide, 156
- Publix Super Markets, 26
- Qualtrics, 106
- rapport, building, 65–78
- Rare: Group, 52
- reciprocity, 143–144
- relationships
- family, 9, 177–181
- improving customer, 44–45
- reciprocal, 143–144
- retaining, while saying “no,” 144–145
- return policies, 109–110
- RightNow Technologies, 4
- Rodman, Robert, 137
- Sasser, W. Earl, Jr., 18
- Saunders, Alec, 170
- Schrage, Michael, 160–161
- Scottish Public Services Ombudsman, 173–174
- Seidel, Wolfgang, 117
- Seneca, 117
- service recovery process, 5, 31, 36, 78–79, 141, 186–187
- service reps. See complaint handlers
- Shore, Jeff, 53
- Singh, Jagdip, 77, 170
- social media
- conducting conversations with customers on, 151–153, 168–171
- hidden complaints on, 158–161
- monitoring, 165–167
- power of, 149–151, 167
- See also online reviews
- soft eyes, concept of, 129–130
- Southwest Airlines, 158, 159
- Stauss, Bernd, 117
- Steiner, Hans, 114
- Strategic Customer Service (Goodman), 174
- Strategic Planning Institute, 19
- Swyers, Matthew, 107
- TCL Technology, 90
- “thank you”
- body language and, 66
- positive communication chain creation and, 87–88
- starting with, 61–63, 65–72, 73
- T-Mobile, 51–52
- tolerance zone
- defining, 96
- expanding customer’s, 96–97
- Toyota, 52
- Tripadvisor, 156–157
- TrueShip, 109
- trust
- building, 2–3, 54
- importance of, 2–3
- likability vs., 52–53
- repairing, 2
- UCS Global Logistics Specialists, 50
- United Airlines, 75–76, 158
- USAA, 106–107
- Virgin Trains, 166–167
- Vitrazza, 81
- Wegmans Food Markets, 26
- What Were They Thinking? (Pfeffer), 43
- White House study, 29
- Whole Foods, 168
- Wiersema, Fred, 43
- Wild Oats, 168
- Winch, Guy, 53, 54
- word of mouth (WOM), 12, 105–110
- Word of Mouth Marketing Association, 170
- Zappos, 52
- Zen Driving, 130
- Zervas, Giorgos, 156
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