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A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty
by Janelle BarlowThe third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic. Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.
A Complaint Is a Gift Workbook: 101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty
by Janelle Barlow Victoria HoltzBased on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks. A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.
Complaint Management Excellence: Creating Customer Loyalty through Service Recovery
by Sarah CookAcross the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
The Complete Book of Questions: 1001 Conversation Starters for Any Occasion
by Garry PooleThis book provides groups with 1,001 engaging and thought-provoking icebreaker questions to start and sustain meaningful conversations.
Complete Brazilian Portuguese Beginner to Intermediate Course: Enhanced Edition
by E Pereira Rowbotham Ethel Pereira Rowbotham Sue Tyson-WardDo you want to develop a solid understanding of Brazilian Portuguese and communicate confidently with others?Through authentic conversations, vocabulary building, grammar explanations and extensive practice and review, Complete Brazilian Portuguese will equip you with the skills you need to use Brazilian Portuguese in a variety of settings and situations, developing your cultural awareness along the way.What will I achieve by the end of the course?By the end of Complete Brazilian Portuguese you will have a solid intermediate-level grounding in the four key skills - reading, writing, speaking and listening - and be able to communicate with confidence and accuracy. Is this course for me?If you want to move confidently from beginner to intermediate level, this is the course for you. It's perfect for the self-study learner, with a one-to-one tutor, or for the beginner classroom. It can also be used as a refresher course. What do I get?-18 learning units plus verbs reference and word glossary and revision section-Discovery Method - figure out rules and patterns to make the language stick -Teaches the key skills - reading, writing, listening, and speaking -Learn to learn - tips and skills on how to be a better language learner -Culture notes - learn about the people and places of Brazil-Outcomes-based learning - focus your studies with clear aims -Authentic listening activities - everyday conversations give you a flavor of real spoken Brazilian Portuguese-Test Yourself - see and track your own progress *Complete Brazilian Portuguese maps from Novice Low to Advanced Low level proficiency of ACTFL (American Council on the Teaching of Foreign Languages) and from A1 Beginner to B1/B2 Upper Intermediate level of the CEFR (Common European Framework of Reference for Languages) guidelines. What else can I use to learn Brazilian Portuguese?If you require an absolute Beginner course, you can try our Get Started in Brazilian Portuguese Absolute Beginner course: 9781444198539The audio for this course can be downloaded from the Teach Yourself Library app or streamed at library.teachyourself.com.Rely on Teach Yourself, trusted by language learners for over 75 years.
Complete Brazilian Portuguese Beginner to Intermediate Course: Enhanced edition
by Sue Tyson-Ward Ethel Pereira RowbothamDo you want to develop a solid understanding of Brazilian Portuguese and communicate confidently with others?Through authentic conversations, vocabulary building, grammar explanations and extensive practice and review, Complete Brazilian Portuguese will equip you with the skills you need to use Brazilian Portuguese in a variety of settings and situations, developing your cultural awareness along the way.What will I achieve by the end of the course?By the end of Complete Brazilian Portuguese you will have a solid intermediate-level grounding in the four key skills - reading, writing, speaking and listening - and be able to communicate with confidence and accuracy. Is this course for me?If you want to move confidently from beginner to intermediate level, this is the course for you. It's perfect for the self-study learner, with a one-to-one tutor, or for the beginner classroom. It can also be used as a refresher course. What do I get?-18 learning units plus verbs reference and word glossary and revision section-Discovery Method - figure out rules and patterns to make the language stick -Teaches the key skills - reading, writing, listening, and speaking -Learn to learn - tips and skills on how to be a better language learner -Culture notes - learn about the people and places of Brazil-Outcomes-based learning - focus your studies with clear aims -Authentic listening activities - everyday conversations give you a flavor of real spoken Brazilian Portuguese-Test Yourself - see and track your own progress *Complete Brazilian Portuguese maps from Novice Low to Advanced Low level proficiency of ACTFL (American Council on the Teaching of Foreign Languages) and from A1 Beginner to B1/B2 Upper Intermediate level of the CEFR (Common European Framework of Reference for Languages) guidelines. What else can I use to learn Brazilian Portuguese?If you require an absolute Beginner course, you can try our Get Started in Brazilian Portuguese Absolute Beginner course: 9781444198539The audio for this course can be downloaded from the Teach Yourself Library app or streamed at library.teachyourself.com.Rely on Teach Yourself, trusted by language learners for over 75 years.
The Complete Company Policies: Documents and Guidance
by Ian LongThis book is about a much neglected but essential element of the success of any business: company policy. This is a comprehensive guide to determining what policies your company needs, and how to draft and approve the relevant documents and implement them throughout the organization. From anti-bribery laws to data privacy and health and safety, your business is faced with a range of legal and regulatory obligations that must be identified and documented properly. These obligations must be addressed for internal and external stakeholders. The task of identifying and documenting effective policies is an essential step in establishing good corporate governance and ultimately a culture of compliance. These policies in turn provide a solid foundation for the reputation and commercial success of the organization, and form an essential "bridge" between the company’s strategy and the various procedures needed to carry it out. With many useful templates and practical examples, this book will help you to ensure the accuracy and completeness of your policy documents. It covers all areas of your business, including financial reporting, anti-money laundering, anti-fraud, conflicts of interest, data privacy and security, remote working, social media, whistleblowing, and more.This book will be useful to company directors, company secretaries and senior managers, and their advisers, including consultants, auditors, and solicitors. It will be particularly relevant to any business that needs to create or review their policies in light of current regulations and standards.
The Complete Copywriter: The Definitive Guide to Marketing with Words
by null Alan BarkerWriting good copy is no longer just about advertising or selling or direct mail. You need to develop a deep understanding of your customers and use your imagination to create and curate content that resonates with them. As marketing becomes more multi-platformed, more measurable and enabled by digital tools and regenerative-AI, marketing communications must be increasingly nuanced, responsive and with a distinct human touch. From paid social to press releases, from landing pages to white papers and from internal communications to engaging with customers, the sheer range of writing challenges can feel daunting. How can you keep it targeted? How can you keep it personal? How can you keep it conversational? The Complete Copywriter gives you all the tools you'll need to create exceptional marketing copy. This comprehensive guide covers every aspect of the copywriting craft, from creativity and planning, to revision and execution. Learn how to exercise your creativity, be refreshingly adaptable with your words, generate ideas, maintain reader attention, hone your empathy and bring words to life, so that you deliver copy that works every time.
The Complete Editor
by James Glen Stovall Edward MullinsFilled with abundant exercises, The Complete Editor provides readers with many resources actively learn about copyediting, headline writing, decision-making, relationships with writers, graphic presentations, photo editing and layout and design. It also contains a separate chapter on legal principles that an editor needs to understand. This efficient and well-written text gives readers basic information about the essential topics at hand.
The Complete Guide to Book Marketing
by David ColeCole, a longtime marketing consultant and previously marketing director of Nolo Press, explains why this is, and what authors, publishers, and self-publishers can do to make works stand out in the crowded marketplace. The revised edition includes low-risk strategies for book marketing in a tight economy (such as marketing reprints and backlist titles), discusses strategies for breaking into the education market, and looks at e-book marketing and print-on-demand.
The Complete Guide to Self-Publishing: Everything You Need to Know to Write, Publish, Promote and Sell Your Own Book
by Marilyn Ross Sue CollierTake Control of Your Destiny! Bottom line: You want to get published. You want to control the future of your manuscript and your writing career. Best-selling author Marilyn Ross and publishing expert Sue Collier show you how to make your own success - whether you're a published author, entrepreneur, corporation, professional, or absolute newcomer to writing. In this expanded and completely revised 5th edition of the "bible" of self-publishing (over 100,000 copies sold), they empower you to publish your own work with minimal risk and maximum profits. You'll find: Complete step-by-step guidance on publishing and marketing a book Ways to leverage social media marketing to build your platform and make yourself stand out from the crowd A thorough explanation of the difference between POD self-publishing, subsidy publishing, and true self-publishing - and how to decide which is the best option for you Practical advice on making the decision between offset printing and print-on-demand How to leverage the Internet to create "buzz" and promote your book with killer PR The latest information on e-publishing A detailed marketing plan and timetable to keep you on track Proven marketing strategies to get free publicity, reach nontraditional buyers, and sell books Information-packed appendices with marketing contacts, organizations, and vendors, complete with names, addresses, and websites Valuable case studies and examples of how other publishers excel An in-depth discussion of exclusive distributors, plus coverage of the most recent changes in bookstores and the book-selling industry Thirty-one creative ideas for generating capital to launch your publishing company The Complete Guide to Self-Publishing is the one book you need to take control of your writing career. Read it. Believe it. Do it. Your future depends on it.
A Complete Guide to Television, Field, and Digital Producing
by Sally Ann Cruikshank Christine C. Eschenfelder Keonte ColemanThis book provides an extensive overview of producing in the ever-changing field of journalism for all types of newsrooms. Featuring interviews with renowned journalism professionals, A Complete Guide to Television, Field, and Digital Producing offers an in-depth look at the broadcast, field, and digital producing practices of newsrooms today. The book is divided into three parts: television news producing, field producing, and digital producing. Each part provides a clear explanation of the producing role before going into more detail on important skills such as developing stories, writing copy, creating graphics, producing live on location, audience engagement, and using social media. Each chapter includes a variety of supplemental material, including discussion questions, keyword definitions, classroom activities, and graded assignments, including rubrics. Written with a combined 64 years of journalism and journalism education experience, the book will prepare students to produce whatever their job requires. Taking an integrated approach to journalism education, this is a vital text for journalism and media students studying digital media, broadcast journalism, social media, and reporting.
The Complete Idiot's Guide to Book Proposals & Query Letters
by Coleen O'Shea Marilyn AllenInside information from publishing professionals. The Complete Idiot's Guide® to Book Proposals & Query Letters will help writers catch the attention of literary agents with step-by-step instructions on crafting effective queries and proposals for both fiction and non-fiction books that will put them on the road to publication. • The only book on book proposals that also targets a fiction audience • The most comprehensive information on query letters found in any book on writing
The Complete Idiot's Guide to Branding Yourself: Tips and Techniques for Showing Who You Are and What You Can Do
by Ray Paprocki Sherry Beck PaprockiA brand new look at a time-tested business practice Using powerful techniques refined in the heat of business competition, this book guides readers in defining and building a personal brand that is distinctive, relevant, and consistent. It includes: • An in-depth understanding of the principles of successful brand building-in any context • Practical tools to build and manage powerful relationships • Strategies for aligning personal brand values with an employer's brand values, and making brand-building a successful endeavor for both • Advanced techniques to continually refine your unique personal brand
The Complete Idiot's Guide to Closing the Sale: Close More Sales—Without the Pressure or Manipulation
by Keith RosenTraditional and gimmicky closing techniques are dead. Never be scared or reluctant to ask for the sale again and enjoy the confidence and peace of mind in knowing you have a process that works. Tap into Keith Rosen&’s unique, permission-based approach to having a selling conversation with your prospects that fits your style rather than having to &“pitch and close.&” This book gives you the edge over your competition by showing you, step-by-step, how to get to &“yes&” more often by aligning your selling approach with the prospect&’s preferred buying process and communication style without any pressure, manipulation, or confrontation. You&’ll also get exactly what to say in any selling situation, as well as the dialogue that the world&’s greatest salespeople use to defuse objections, ask for the sale, and close the deal. Plus, more than 100 case studies, templates, and scripts you can use with Keith&’s powerful process-driven selling approach. Discover:- The five steps that make your sales presentations objection-proof. - A step-by-step system that prevents cancellations, improves client retention, and boosts referrals. - Proven, permission-based closing strategies that get more prospects to &“yes.&”- The real reasons for price objections and why dropping your price will lose the sale. - Three steps to defuse every objection, especially the ones you create.- Questions you&’re not asking that turn more prospects into clients. - Effective negotiation strategies. - A proven method to boost your confidence and self-esteem—permanently.
The Complete Idiot's Guide to Coping With Difficult People
by Arlene UhlEasy ways of dealing with difficult people. Psychotherapist Arlene Matthews Uhl offers the most effective strategies for dealing with difficult people—from strangers and co-workers to friends and family—by characterizing the four major types and revealing specific methods to cope with them in every aspect of life. - Jargon-free, practical advice and strategies—for home and at work. - Unique approach based on behavioral patterns, not simply personality types. - Includes tactics on diffusing tense encounters in any situation. - Features tips for &“cutting the cord&” when personal relationships become too difficult.
The Complete Idiot's Guide to Creating a Social Network
by Angela CrockerGet connected The Complete Idiot's Guide® to Creating a Social Network takes reader through the technical aspects of creating a successful site-and addresses the responsibilities involved in running one. • Covers how to build and maintain a website through a white label service such as GroupSite or Ning, and by using customized software for creating one's own network • Addresses such issues as privacy, authenticity, fostering participation, quality versus quantity, moral and ethical guidelines, and much more • Americans now average more than six hours per month on social networks, with an active unique social network audience estimated to be from 149 million—up 29 percent from 2009 • Ad revenue taken in by social networking sites is growing rapidly, and many people and companies are looking for ways to get in on this growth
The Complete Idiot's Guide to Enhancing Self-Esteem
by Mark WarnerYou&’re no idiot, of course. You know there are moments when you have been creative, attractive, and even intelligent. But when it comes to sizing yourself up in the mirror, stepping onto a scale to get weighed, or socializing at a party full of extroverts, you feel like a wallflower that hasn&’t been watered in years. Don&’t just stand there with your head in the sand! The Complete Idiot&’s Guide® to Enhancing Self-Esteem shows you how to break through negativity, open yourself to risk and change, and move toward a richer and more integrated life. In this Complete Idiot&’s Guide®, you get: • Straightforward questions that will inspire you to look deeper within yourself. • Self-quizzes that will help you see the &“real you&” more clearly. • Inspirational thoughts and poems. • Insights drawn from the experiences of others. • Common-sense advice on what to do when feeling insecure.
The Complete Idiot's Guide to Enhancing Your Social IQ: Simple Strategies for Developing Your “Social Brain”
by Gregory P. KorgeskiSimple steps to connecting with others. Now readers can raise their social intelligence quotient with a little self-knowledge and practice. Beginning with a series of short quizzes that generate a personal social profile, this guide explains how readers can enhance their ability to create and sustain mutually enriching relationships, make friends, and build a rich social network. • &“Social intelligence&” is the new buzz word in the psychology of relationships. • Includes social personality quizzes. • Hot, new self-help topic. • Author Gregory Korgeski, PhD, has more than 30 years of experience as a licensed psychologist.
The Complete Idiot's Guide to Etiquette, 2e
by Mary MitchellYou&’re no idiot, of course. You know how important it is to handle sticky situations with tact and poise, and that it&’s downright rude to talk with your mouth full or slurp your soup. You&’re always careful to mind your manners, but when you have to make an introduction or attend a business banquet, you feel like a blundering buffoon. Don&’t take your name off the social register just yet! The Complete Idiot&’s Guide® to Etiquette, Second Edition, will show you how to be polished, polite, and professional, whether you&’re at home, at work, or at play. In this Complete Idiot&’s Guide®, you get: • Simple solutions to common dining dilemmas. • Easy-to-follow gift-giving guidelines. • Foolproof ways to prepare a wedding. • Invaluable tips on sports and travel etiquette.
The Complete Idiot's Guide to Facebook, 3rd Edition: Stay on Top of the Latest Changes with This Up-to-Date Edition
by Joe Kraynak Mikal E. BelicoveFacebook is by far the most popular social networking site, but it is not as user-friendly as the service would like people to think. It leaves many users scratching their heads over even the most fundamental features, such as the difference between their Wall and their News Feed. And Facebook's help system is woefully inadequate. The Complete Idiot's Guide® to Facebook, Third Edition, gets readers registered and touring Facebook in the very first chapter and never lets up as it reveals the features that have made Facebook so amazingly popular. Users discover how to:- Flesh out and protect the all new personal profile- Track down long lost friends, family members, and classmates- Communicate via status updates, email, and chat- Share photos and video- Make the best use of the new Timeline feature- Take advantage of Facebook's new location-based functionality- Schedule real world get-togethers and send out invitations- Share common interests in groups- Play games- Understand Facebook's dizzying array of privacy options that dictate who sees one's content- Buy and sell stuff in the Facebook Marketplace, and more.Readers also learn how to tap the power of Facebook for more than simply personal use-such as personal branding; marketing a business, product, service, or non profit; or promoting a worthy cause.
The Complete Idiot's Guide to Facebook Marketing: Power Up Your Social Media Strategy on the World’s Largest Platform
by Damon Brown John Wayne ZimmermanCovers all aspects including Facebook Marketplace, Facebook Places, and Facebook Deals
The Complete Idiot's Guide to Journalism: An Insider Look at the Media Revolution—and Your Place in It
by Christopher K. PassanteBreaking news! This is like having J-school in a book. In recent years, news reporting has dramatically changed. While the basic &“who, what, when, where, and why&” of journalism is still relevant, aspiring journalists are now asking &“how?&” The 21st century of blogs, instant internet access, and 24-hour news shows with minute–by–minute updates has made reporting a whole new—and very competitive—business. Here, a newspaper veteran answers every question about the new world of journalism, and explores every possibility for success.• Covers TV, radio, magazine, newspaper, e-zine, podcast, and internet reporting• Includes a resource list of media outlets, schools, and university programs• Explores different angles for approaching hard news, entertainment, weather, or sports
The Complete Idiot's Guide to LinkedIn: Develop Your Business or Career with the Preeminent Professional Network
by Susan GuneliusDevelop your business or career with the pre-eminent professional network Most people who are new to LinkedIn don't intuitively recognize the potential of the site when it comes to promoting a business, finding a job/project (or being found for one), or raising money for a business venture. The Complete Idiot's Guide® to LinkedIn goes beyond the usual "how to set up and account" and "create a profile" to help readers become LinkedIn super-users and get the most out of the website based on their individual goals. The book provides new users with clear and detailed guidance on: • Filling out the various parts of the LinkedIn profile, customizing it to meet specific professional goals • The right and wrongs ways of doing things on LinkedIn-especially helpful to those used to Facebook• Finding the right people, making the right introductions, and growing and managing networks • Finding and communicating with LinkedIn Groups to help achieve individual business goals • Specific suggestions for using LinkedIn to find a job, market a business, raise capital, and increase sales
The Complete Idiot's Guide to Meeting & Event Planning, 2E
by Lynn Johnson Golabowski Robin E. CravenYou&’re no idiot, of course. You know you can&’t throw a corporate function together overnight—especially if you want to impress clients, shareholders, and upper management. Whether you&’re prepared to tackle the task yourself or you&’re considering hiring a professional, you want your event to be a stellar occasion to remember. The Complete Idiot&’s Guide® to Meeting and Event Planning, Second Edition, will show you how to organize any company gathering on time and on budget, whether you&’re hosting 10 or 10,000. In this revised and updated Complete Idiot&’s Guide®, you get: • Up-to-date information on planning and budgeting software, phone and data lines, audio and video, and satellite bookings. • Expanded coverage on international conferences—via remote, abroad, or by international components. • Ideas for smoothly dealing with last-minute glitches and crises.