Жалоба – это подарок. Как сохранить лояльность клиентов в сложных ситуациях. Джанелл Барлоу

Читать онлайн.

Жалоба – это подарок. Как сохранить лояльность клиентов в сложных ситуациях - Джанелл Барлоу
Скачать книгу
Service) – Единая служба доставки посылок, транснациональная корпорация, предоставляющая услуги экспресс-почты. – Примеч. переводчика.

      15

      «Business to business» (B2B) – взаимодействие между предприятиями (с привлечением интернет-ресурсов, например). – Примеч. переводчика.

      16

      VoIP – сервис, обеспечивающий телефонную (голосовую) связь посредством передачи данных через компьютерные сети. Охватывает США, Великобританию и Канаду. – Примеч. редактора.

      17

      ISO 9000 – группа стандартов ISO, связанных с управлением качеством. Они объединяют накопленные в разных странах данные. Стандарты ISO 9000 были утверждены в 1987 и обновлены в 1994 г. – Примеч. переводчика.

      18

      Американская ассоциация маркетинга. – Примеч. редактора.

iVBORw0KGgoAAAANSUhEUgAAAoYAAAFqCAYAAACH5JsdAAAACXBIWXMAAAsTAAALEwEAmpwYAAAgAElEQVR42u3dTXajyNY20Oplh44n4JZ6zMAtzYOlpgdGVxNjFrqvqz4pv8jIEz8g5EzL+661180y9hGCEDxEBOif//3vf/8AAICNAACAYAgAgGAIAIBgCACAYAgAgGAIAIBgCACAYAgAgGAIAIBgCACAYAgAgGAIAIBgCACAYAgAgGAIAIBgCACAYAgAgGAIAIBgCACAYAgAgGAIAIBgCACAYAgAgGC4wxv655+pYLwuHz7MH5brz4fkb4frz5b0bwAABMOvGQzHIBQuSTD8GfquAXFO/na5/uxWY06DIwCAYPgEPYhJaFyyHsLl+vPx+u8hX6ahAACC4XP0HqZh72dITH5nTnoW52iZhgIACIZfPxj+EuwKwXBKhpanUm/jhjmNAMCTEgy/eG9hZ4/h6mAIACAYfo25hXPws+ocw+z3zTEEAATDZxtGjm4oSe5YHpJlU75MQwEABMOvGwqLdxQngW/JfycZfl70FgIAguF3eNP/LziOpd7A2jIAAMEQAADBEAAAwRAAAMEQAADBEAAAwRAAAMEQAADBEAAAwdBGAABAMAQAvl34+fXrb5sEQwAAwVAwBAAQDAVDAADBUDAEABAMBUMNBAAQDAVDwRAAEAwFQ8EQABAMBUPBEAD4vmFOMBQMAQDBUDAUDAEAwVAwFAwBAMFQMBQMAQDBUDAUDAEAwVAwFAwBAMFQMBQMAQDBUDAUDAEAYU4wFAwBAMFQMBQMAQDBUDAUDAEAwVAwFAwBAMFQMBQMAQDBUDAUDAEAwVAwFAwBAGFOMBQMAQDBUDAUDAEAwVAwFAwBAMFQMBQMAQDBUDAUDAEAwVAwFAwBAMFQMBQMAQDBUDAUDAEAwVAwFAwBAGFOMBQMAQDBUDAUDAEAwVAwFAwBAMFQMBQMAQDBUDAUDAEAwVAwFAwBAAFMMBQMAQDBUDAUDAEAwVAwFAwBAMFQMBQM/8oP25RLlo3ZsrH2dx8GBzAABEO1BMOv/WH7LRj+G/KSZbeAuNzC4cf/ZsEQAKFJLcHweT60t/A3BMvGfNktDCYNZXTwA0BoUkswfI4P7S38jflw8TU0jkGInLJ//zbMDABCk1qC4dcNhvlw8RD0LM5XQ/J3czTMvGY+IwBPa1lJrSetJRg+wZzDIDz+GwJfKn83P/POB0CPoVp6DL/DHMMh6tVL/r3kgS8fZs7/DgCEJrUEw687lDwEcw7zu5LH5Odjdofy6GYUAIQmtQTDr99jmM8fyHsLl87legsBEJrUEgyfJCCOW//O8wsBEJrUEgwBAKFJLcEQABCa1BIMAQDBUC3B0AcdAARDtQRDwRAAYU7QUUswFAwBEAwFHbUEQ8EQAMFQ0FFLMBQMARAMBR21BEPBEADBUNBRSzAUDAEQDAUdtQRDwRAAwVDQUUswFAwBQNBRSzAUDAFA0FFLMBQMAUDQUUswFAwBQNBRSzAUDAFA0FFLMBQMAUDQUUswFAwBQDBUSzAUDAFAMFRLMBQMAUAwVEswFAwBQDBUSzAUDAFAMFRLMBQMAUAwVEswFAwBQDBUSzAUDAFAMFRLMBQMAUAwVEswFAwBQDBUSzAUDAFAMFRLMBQMAUAwVEswFAwBQDBUSzAUDAFAMFRLMBQMAUAwVEswFAwBQDBUSzAUDAFAmFNLMBQMAUAwVEswFAwBQDBUSzAUDAFAMFRLMBQMAUAwVEswFAwBQDBUSzAUDAFAMFRLMBQMARDmBAq1BEPBEADBUKBQSzAUDAFAoFBLMBQMAUCgUEswFAwBQKBQSzAUDAFAoFBLLcEQAAQKtdQSDAFAoFBLLcEQAARDtdQSDL/swWn6MF936L//P2bLfpEsG0p/B4BgqJZaguHXOzCN1x05Xk3X/x6SxlAKhrdlv/0dAIKhWmoJhl+0tzDrBVxuvX/pvwuBcsh6D/UaAgiGaqklGH7xA9SQ9PzNWUi8DTXPtx7DWw9hEDInB3xAmBMC1FJLMHyOIeUlCX9jYbh4jEJg3vtY6aEE+KqWldRSS60n7jT6DlfDQ2n4+Lp8TkOiHkNAj6HeIbXU0mP4XHMMpyD83XoJx0KP3xgEw0UwBARDIUAttQTDrx0Mb8PDQ3CXcrgsD4LuSgYEQyFALbUEw+cKh0ve69dYNibPMVzckQwIhkKAWmoJhg6UegkBwVAIUEstwRAAwVAIUEstwRAAwVAIUEstwRAAwVAIUEstwdCBEUAwFALUUkswFAwBBEMhQC21BEPBEAAhQC21BEPBEAAhQC21BEPBEAAhQC21BEPBEAAhQC21BEPBEAAhQC21BEPBEAAhQC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEADBUC21BEPBEIDdAp0QoJZagqFgCCAYOnGrpZZgKBgCCIZO3GqpJRgKhgCCoRO3WmoJhoIhgGDoxK2WWoKhYAggGDpxq6WWYCgYAgiGTtxqqSUYCoYAgqETt1pqCYaCIYBg6MStllqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWAIgGCollqCoWD4Zw+cw4cx+e/xwxQYK8sHJyFAMFRLLbUEw68fCud/w13ysygULrffuf73LBgCgqFaaqklGD7PAXNKduhU+b0x3eHX3x+ddADBUC211BIMnzMgTpUexSUZRv7538mQst5CQDBUSy21BMMnCoZzT2i89R7eehmvQ8qLcAgIhmqppZZg+MQ9hnlvYRYOh9IcxdprAHRYczL6rFqLWmqptb6WYPhEPYb53MItQ9EAf6qXT4+hWmrpMRQM9+0x/O3nyfDxqh5DAMFQLbUEQ8Hwa/cYLkEwvA0vz+YYAoKhWmqpJRg+57MMh8JQ8lB6IHb60GsAwVAttdQSDAEQDNVSSy3BEADBUC211BIMARAM1VJLLcEQAMFQLbXUEgwBEAzVUkstwdDBGkAwVEsttQRDwRDgC4Y5wVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAZ4jzO15AhEM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLMBQMAQRDwVAttQRDwRBAMBQM1VJLLcEQQDAUDNVSSy3BEEAwFAzVUkstwRDgacOcYCgEqKWWYCgYAoKhYCgEqKWWYCgYAoKhYCgEqKWWYCgYAoKhYCgEqKWWYCgYAoKhYCgEqKWWYCgYAg76gqF9qJZagqFgCDjoC4b2oVpqCYaCIeCgLxjah2qpJRgKhoCDvmBoH6qllmAoGAKCoWBoH6qllmAoGAKCoWBoH6qllmAoGAKCoWBoH6qllmAoGAKCoWBoH6qllmAoGIIw50AtGNruaqklGAqGIBg6UAuGtrtaagmGgiEIhg7UgqFgqJZagqFgCIKhA7VgKBiqpZZgKBiCYOhALRgKhmqpJRgKhoADtWAoGKqllmAoGH7+yXf4MF0bwvzvv20XhDm1BEO11FJLMPyeJ/JbKByv/vu3bSPMOSCqJRiqpZZaguH36y38JQjqNRTm1FJLMFRLLbUEw+8ZLsYgGP7bgzjbPg4WaqklGKqlllqC4TcMhtHQ8p6NCwD4+gTD79NjONTCIgCAYPg95xhO5hgCAILh970reS7NOQQAEAy/V6/hnMwh0FsIAAiGAuL/n2v4RO9prC2L3nPyTMfhjtceK685VuZ8jpX1uXu9+L6f463L9lqvLcs+Y3s903oZ7QHB8E/3Mo61nsfbASz7dpVflmV157UHts51+bl85bJNw+qFu73HrO6cbZ/SsjG4M2zacZ9NlXUqLSvdsTZtbE+/zWvNXjufBztWlk07rVNvu2pur6CNT5/w+cvXrXfZ5qkk1/3S2o/TxmWfvV6/jaIU1mnznZob2v2mbbmiTRXbb+343XlsnzYeS4cV26S2zktj2bhx/5X2x7jT8WvZcE7cdb32bveC4XMGwvSgmT8Ye056xfIDarpsDg5q09oPQWVd0tcbgnmU6Ylxitaz99E90Qko/9AkwW/KTsZTsA7FZXfefd6zndLXHZNvxImWpaZSEFqxvaKDV35gGoJt+XMf1f5uy7zbRht/CfZTuC2DNj7dsS971m1orFv6eSgue8B+HEvfslTYd9M9PeUb1ytvX/myvO3PG0JYc72yQDQ0PhOl9zNsCBNj0rbnwn4rHSeiY/t4T7vPzwuN911a56E2l37LcaLQLkptKD9+zdGyPdp9x3rNa9drr3YvGD5/MMw/rEPtQdnJyeel46Q5rvwQRA/pLh1wez4o09ZH92QfoKXxWKDSybl0ghy2DiOXtm/pijHYZkPpQBDt+w0nyLA9RK9ROOjOpVCz8cS9ZXsVl+0cDGttfvW65T05G4PhkOzLqVbr1tPZ2lf58eWeqSQr1muKLgZLF2dbvwygdYGc/e4SvYf0OLdHu68d+zqWzaVj3U7BsBSei68dLBtK2/KOID0X9ke+DYbggmhotft7byZtrVfWvqrr1fN5EAwFxLEzGC5Bj0ZtmG1rwKh+rV/lCnGODgilwLJ1KHnF9mkNEc13Dql1hYlgOxWvqHfq0ayeuCu9OHPQU3J3MCzdob8lfOX7aq8bvFbsy6HVY7ZHm++9sEoCWM8Jcm4NzX/2erX276PafWPZWAoDd67b0rjQjsLt8OB2n4e/tUF6LFw4zHudEwuvPVdC/FRp99Odc92HUpDOLli7Loi2hGjB8JsGw+DAOqbDqckB5FzrGdwxGE75ATUa7iidCHe4yi2deOas52jJer2i3tgxm6+5+SBW2U5jNr8k7ZmbS/vsnt7Czl6BKRsGn4JtuQRDRNNe+7Bzew21bflJwbC2L6ekp26szC+6q0ez0tP72/7oWJb2lA9/w3o96IJo7mn3jXXes90P+d83gmGpjY87B9VovTb1sNZq3nk+nBtzR6fKfNd0303R6NEnrNfc0fv4tM85Fu4eEwyHIJAthR68cO7eXsEwuBIae4YR8qHarVdHhWA4BAeAuXKSn3tr3xEmwn0WXY1Xvj5x3qE9la5M5+wkWR2myf5uvmcuTGcbT3sMh0LAHz4pGA6FNj/UltV6ZHbcj7+d+ArLivvqnhNS53rNhfWaalMbHtTue9artWz6Z9sNKHNwY1Ntas7Dewwr61WbctLsMbx3f+YXhHtPVdja7kuB994ew73avWD4vYLhWJlDt/TM3duxx3BszHe8a1hk41DyVBru7pifOT4oGI6NeY9TY57kXiEnOgCNK4ZD0l6Vccf5j2u2V3HZJwXDTevWM8x8734szLWKls3ZDU3DI4Jh47VL6zztEZ4bPYa1dt9cVrpYWjnkOAUXM6vnH+51QdSxXmvnGA5rQmNnWB1qF1e1OYbBsmmHYFibIrUU2lDz+P7sX5cr3D1uKDlvZFNhmKs0qfVRQ8nRuqRDyXOwbCx98O8YSl4Kw8VRT9NUWHbPHLDadhoLd6Wl+2x+xNVj51Bya7h4yOYebt5/HUPJU6WNTx1t/JFDya02X3piQLifdxqynbOh0SF7RNNYuvM8WzY+aL2mxnrNPaF/x3Y/V9p997ItN1NEz0zteEJBuGynYJi363CoNTh+DR3HkDHf/xuOD/l6jcENH1PwuK/pEe1+w3qlIXUuLXv2YWTBcN+7k2vPxJtqy3Z+1tXUGFarDdeEPROJl63bpzKUPFUmQa96Lzttp6XQWzrl85xqbWCv9QoeyzIFQ/zpsrHydy8PauNzpY23hkR332bRtIDCviw9y3K+d7J7ocdjbOzHqbAfxx3b/diaR9y7XnueIBtzvpbKsannMzFsDGBLx7Psas8xrN1YuPmu5ErQGbP1Kj2Xb06PBcE6bxkVaq3XXHjtIVs2FvbjPY9CKq1X7bWLywRDAAB88wkAAIIhAACCIQAAgiEAAIIhAADYCAAACIYAAAiGAAAIhgAACIYAAAiGAAAIhgAACIYAAAiGAAAIhgAACIYAAAiGAAAIhgAACIYAAAiGAAAIhgAACIYAAAiGAAAIhgAACIYAAAiGAAAIhgAAPGkw/Pjf64dLwfnD9GGwU5rb8S3ZZsOD9tPy4b2yD9/ti0/b3z8+zOk2//jf6br/X2wj/pJ2Ol6drsePo+0CguE9wTANiE529ZBw+qxgmNdP9qGD/p+5GJiuZuGcv6htLsFx3EU+CIarguF7coX5dj3RXYSO5hX56dEHXz2Gf+3+P2WfHyde/qbRi+l6jHJhD4LhtmBYOMAIHeWhxMtnXJXrMQTuuYAEBMM9gmHem5iGofdCSPpl2Pm6bEqW38LNIehxORZe+1h57ddkyCRa/zlZfr7WGoIen5/rnQXiY6O3cMqGbf54j2Gyrc7Ze31NtuGh8PNwbmm2nXOHYFh9yfb3S8f7C9eh8dr5+z5lv3tO2tpbY8rEMZgacMkD+drtu8N0jrS9D0Fv/jl/vcK2eE/aeOnCZsk+h/m2iLb7a+VzGR0n8u12z/ZeOtv9UlvfwkXf+bq9T4Xj01yaZlPZZr98ZpJ5qWPHPm3u++vyc3bMLdVb+5kO90/pONqaahN85i/5sWJL3coF/HvjuPO+8T0fCm3npXF8O65oN//Vi9pdclw7Butw2LoNW+tc+hyl67PimPvWs30Ew7+wxzD/kCUf8FM0HzH7/eX67/S/D9nB6Rx8QG6/V3rtMBgG6zRH4S3/0GT1jht6Dx8VDH+UTkR5j2F0ggwOdIfgBHfbzm/BST060Z+yWunrjtmJrDhPtXcdOgLyzwn2SaAsbbO3aB9X3kM1gJS278rP4Hvr54X3ePvZIQiF4bYovIfXYJ+
Скачать книгу