Baer, Jay
Hug Your Haters
- ISBN 13:
- 9781101980675
- author:
- Baer, Jay
- format:
- Hardback (01 Mar 2016)
- publisher:
- Penguin Publishing Group
- language:
- English
- Publication Year:
- 2016
- Pages:
- 240
- Dimensions:
- 235mm / 160mm
- Genre:
- Business Textbook
- Condition:
- New
- Availability:
- Item usually sent within 10 working days
Description
Hug Your Haters: How to Embrace Complaints and Keep Your Customers is a practical guide for businesses looking to improve their customer service. Jay Baer argues that ignoring complaints is not the solution, but rather understanding the motivations behind them. There are two types of complainers, Baer explains: those who complain via traditional channels in search of solutions, and those who take to social media and online review sites to share their disappointment. By recognizing these differences, businesses can tailor their responses to address the needs of each group. The book draws on case studies from around the world to illustrate effective strategies for managing complaints. By embracing complaints and responding thoughtfully, businesses can turn negative experiences into opportunities for growth and improvement.
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