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Most popular at the top

  • A Complaint Is a Giftby Janelle Barlow; Claus Møller

    Berrett-Koehler Publishers 2008; US$ 22.95

    A completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can be used to improve an organization's goods and services. Features new chapters on the Internet, not taking complaints personally, and complaining effectively yourself, as well as new examples, tools... more...

  • Branded Customer Serviceby Janelle Barlow; Paul Stewart

    Berrett-Koehler Publishers 2006; US$ 22.95

    The author of the bestselling A Complaint is a Gift, (Over 100,000 copies sold) details how to create a definitive, recognizable style of service that reinforces a companies brand values every time a customer interact with an organizational representative. more...

  • Emotional Valueby Janelle Barlow; Dianna Maul

    Berrett-Koehler Publishers 2000; US$ 27.95

    Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their... more...

  • Smart Videoconferencingby Janelle Barlow; Peta Peter; Lewis Barlow

    Berrett-Koehler Publishers 2002; US$ 18.95

    Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The authors show that just like traditional meetings, mastering a few tricks and simple skills can mean the difference between a successful videoconference and an unsuccessful one. more...

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