Company after company proclaims that customer satisfaction is its top priority, but how many of those companies actually do more than talk the talk?
The authors of Don't Get Mad, Get Leverage have
had their own customer service nightmares but unlike many people, they were not willing to simply go quietly, complaining to friends and family or taking
their business elsewhere. They learned from first-hand experience that speaking with a rep is only the first step in a proven strategy for gaining satisfaction. Then they figured out how to gain leverage over the offending organization without spending a lot of time and emotional energy.
Their strategy was based on simple, straightforward communication— sometimes with a company executive, sometimes with one of the company's business partners. Whether it was a Fortune 500 computer manufacturer or telecommunications company, their techniques for gaining leverage worked.