Summary:
The book provides a strategic framework for managing customer complaints, emphasizing the importance of responding to every complaint, in every channel, every time. It offers practical advice on turning detractors into supporters by using specific customer service techniques and leveraging online feedback to improve brand reputation.
Key points:
1. Value All Feedback: Treat every customer complaint as a chance to improve. They offer insights for better products, services, and experiences, turning unhappy customers into supporters.
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