   .       
 

 ̸


      ,            .    , ,        ,        :      .

,    ,   ,        .   ?     ,       .    Zappos     .              ,   .

    Zappos.com





 ,  ̸

   .       



 2008 by Janelle Barlow and Claus M?ller

First published by Berrett-Koehler Publishers, Inc., San Francisco, CA, USA

All rights reserved.

  -,   . ., , 2012


* * *


  



  ̸  ,         .    ,   ,           .       ,     !

 ,     UP Your Service! College



  ,           ,     .           .

 ,      Country Energy, 



        , ,        ,              .

 ,   British Telecom



      .    ̸            ,     .          .

 ,  ,    Integral Leadership Review



            .         ,         .

,  Family Fare Convenience Stores



        ,             .

 ,   Survival of the Savvy ( )



       .                 .      ,         ,     !

 , -  -   Starwood Hotels &Resorts Worldwide, Inc.



,    ,    Royal Plaza on Scotts ()  ,   ,     .       :           ,     .

  ,   Royal Plaza on Scotts ()



     .     ,   .                .        .

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              .      ,      ,       .

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         .        ,      ,       .

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 ,  ,     .  30           , ,        .          .                 .             ,         ,   .      ,            .  1996.       TMI US.             .            .

      ,  Emotional Value ( ), Smart Videoconferencing ( )  Branded Customer Service[2 -          2006.   ,   .   . . .].       Berrett-Koehler.     The Stress Manager ( )  Unbind Your Mind: The Freedom to Be Creative (  :  ).

     .         ,     .                     ().



 ̸         .   Claus M?ller Consulting    Time Manager International (TMI).  2003.   TMI        , ,    ,      .  30            : Putting People First (  ), Complaint is a Gift (   ), The Human Side of Quality (  ), Employeeship (   ).               .       Time Manager planning and results tool (Time Manager     ),       軠  IBM  American Express.

    Claus M0ller Consulting       ,  ,  ,  ,    .

 Sunday Times   ̸  [3 -   (19092000)  ,     . . .] ,           .

           ,      .



  :

JaBarlow@tmius.com

TMI US

8270 West Charleston Boulevard,

Las Vegas, NV 89117 USA

.: (702) 939-1800

www.tmius.com



  ̸:

CM@ClausMoller.com

Claus M?ller Consulting,

Batzkes Bakke 3,

DK-3400 Hillerod, Denmark

.: +45 48 22 51 00

www.clausmoller.com



  TMI

TMI    Athens PRC Group        ,      .         43 .  150 -   TMI  24 .             TMI,           ,   ,   ,     ,           .




 


      ,    .           ,          Berrett-Koehler.   TMI       .  ,  ,  ,  ,     .

       ,  ,  ,  ,     .

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       ,       ,        .   ,               .        ,         .




 


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 10        A Complaint Is a Gift. Using Customer Feedback As a Strategic Tool[4 -          2006.     .        . . .].     ,    ,             .      : ,      ,         ()         .       ,  ,     ,    ( )     .        .          ,   ,    :    .

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       ,             .        ,         ;           .

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 1

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,          .         :   .  ,   ,      .             .

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         .     ,  ,           ,     .  ,   ,    .   ,     ,  .

  ,        ,         ,    .       ,     ,   ,           .

,    :        .         ,  ,    .

    ,        ,      .                ,     ,    .




  .


   .

   ,     (https://www.litres.ru/book/klaus-meller/zhaloba-eto-podarok-kak-sohranit-loyalnost-klientov-v-slozhny-9638934/chitat-onlayn/)  .

      Visa, MasterCard, Maestro,    ,   ,     ,  PayPal, WebMoney, ., QIWI ,       .



notes








1


  ,           1200   . . .




2


         2006.   ,   .   . . .




3


  (19092000)  ,     . . .




4


         2006.     .        . . .




5


 ,          . . .




6


          . . .




7


         2007.   ,   .   . . . .




8


MySpace ( )    ,    ,   .. . .




9


iTunes        .     - iTunes Store. . .




10


 ,          . . .


