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Les clients qui se taisent
Paperback
Business GeneralInvesting & Finance
Publisher Price: $21.99
ISBN13: 9782982528963
Publisher: Chantal Bouchard
Published: Jul 15 2026
Pages: 142
Weight: 0.44
Height: 0.30 Width: 6.00 Depth: 9.00
Language: French
Le silence des clients est rarement une bonne nouvelle.
Lorsqu'une personne cesse de se plaindre, l'organisation peut croire que le problème est réglé. Pourtant, elle a parfois renoncé à se faire entendre, choisi un autre fournisseur ou raconté son expérience ailleurs.
Dans Les clients qui se taisent, Chantal Bouchard examine ce qui se joue derrière les plaintes abandonnées, les irritants récurrents et les départs sans explication. Elle montre pourquoi une plainte ne devrait jamais être réduite à un dossier à fermer. Bien lue, elle révèle les parcours réels, les responsabilités dispersées et les limites d'indicateurs qui rassurent trop vite.
Appuyé sur des recherches, des situations québécoises et des exemples tirés des services publics, des télécommunications et de la consommation, cet ouvrage propose un autre regard sur l'amélioration de l'expérience client et usager. Il aide à entendre ce que les chiffres seuls ne disent pas, à repérer les signaux faibles avant qu'ils ne deviennent des départs et à transformer une plainte individuelle en amélioration durable.
Destiné aux gestionnaires, aux équipes de service, aux personnes responsables de la qualité ainsi qu'à toutes celles et ceux qui s'intéressent à l'expérience vécue, ce livre refuse une idée confortable. L'absence de plainte ne signifie pas l'absence de problème.
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