In the United States today, customers are empowered to receive good service from companies of various kinds with the powerful presence of social media.
An email you sent, or a phone call you made for example, to an airline decrying that you missed a connecting flight because of its delayed arrival at a connecting airport, causing you to miss an important business meeting, may not result in any financial compensation from an airline that you are seeking.
But imagine that that airline’s customer service fails to respond to you within the 30 days that you request. What can you do?
You can simply go on Facebook and post that request. Not providing you the compensation you ask, or even a response from that airline, could severely damage that airline’s reputation, and lose revenues (perhaps in the millions of dollars) as other customers also write about and post their negative experiences on that social platform.
This book unlike others by John Tchohl is written from the perspective of the customer, and company executives better take notice to prevent such negative experiences. How do they take such preventive action? By thoroughly and carefully reading the 22 chapters of this book itemized below, and taking the necessary actions and implementing the remedies that Tschohl prescribes herein:
- Service: How Bad Is It?
- Fighting Back Pays Off
- Should You Complain?
- We Don’t Complain Enough
- Complaining Protocol: Use Oil Instead of Vinegar
- Preparation: Just in Case
- The Working Document
- How to Complain Effectively: Strategies
- Effective Complaining: Business by Business
- Lights, Action, Complain! The First Rule
- Lights, Action, Complain! The Second Rule
- How to Write ‘The Letter’
- Letter Samples
- Complaining in Person
- Better Business Bureaus
- Local Media Action Lines
- Company Hot Lines
- ‘Sue the Bums’
- Get Help
- Your Own Consumer Group
- Get Tough: Guerilla Tactics
- Blame the Machines
- How to Get Royal Treatment Every Time Yu Buy
- What’s In It for Business