مشتریان شاکی

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Product details

• Publisher ‏ : ‎ Kidsocado; 5th ed. edition (May 10, 2020)
• Language ‏ : ‎ Persian
• Paperback ‏ : ‎ 276 pages
• ISBN-10 ‏ : ‎ 1989880053
• ISBN-13 ‏ : ‎ 978-1989880050
• Item Weight ‏ : ‎ 13.8 ounces
• Dimensions ‏ : ‎ 6.14 x 0.58 x 9.21 inches

This book is a practical book, especially for those on the frontlines of customer interactions—customer relationship managers, customer service managers, call center agents, public relations officers, bank employees, and even marketing and sales managers.

The book is organized into five chapters:

• Chapter 1 defines key concepts such as "Who is a customer?" "How do dissatisfied customers behave?" and "Why is it important to establish effective communication with unhappy customers?"
• Chapter 2 features 12 questionnaires with answer keys. Readers can complete these to assess their communication skills, listening abilities, introversion or extroversion tendencies, aggression levels, social intelligence, emotional intelligence, and more.
• Chapter 3 identifies and introduces 14 types of dissatisfied customers, ranging from heartbroken complainers to bargaining and price-slashing complainers, overly talkative and loud complainers, dishonest complainers, and even fair-minded, conscientious complainers.

The book highlights the idea that a "dissatisfied customer" is a golden opportunity for companies to grow and improve their products and brand. If organizations are willing to listen to the "voice of the dissatisfied customer" and respond appropriately, they can turn complaints into catalysts for improvement.

• The final chapter offers recommendations to help readers better evaluate themselves, categorize different types of dissatisfied customers, and handle complaints in a way that leads to customer satisfaction. Otherwise, dissatisfied customers can spread negative impressions in the market, potentially leading to the downfall of products, brands, and companies. Ultimately, a company's survival or failure depends more on its dissatisfied customers than its devoted fans.