Stop apologizing to angry customers
How founders turn complaints into repeat sales
Buch in deiner Nähe kaufen
Beschreibung
A recovered complaint customer has a 20% higher lifetime value than one who never complained at all.
Every refund request, negative review, and support ticket feels like a personal failure. But these moments are actually your highest-leverage opportunity to build loyalty. This book reveals the hidden psychology of service recovery—why a well-handled complaint often creates stronger attachment than a flawless transaction ever could. You'll learn the five-step apology that earns trust, the one-question survey that identifies promoters, and the escalation protocol that prevents review attacks. No fluff, no theory—just scripts and systems tested across dozens of service teams.
Autor*in
Marin Ellis
Marin Ellis is an English-language author recognized for thoughtful nonfiction and emotionally layered storytelling that explores creativity, ambition, and modern life. With a calm and insightful narrative voice, Marin Ellis often examines the intersection of personal growth, culture, and human behavior, crafting works that balance clarity, reflection, and compelling real-world observation.
Themen in »Stop apologizing to angry customers«
customer complaints service recovery refund management repeat business founder skills loyalty tactics support scripts