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Complaint Management Excellence: Creating Customer Loyalty through Service Recovery
Sarah Cook
€ 46.99
€ 42.28
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Description for Complaint Management Excellence: Creating Customer Loyalty through Service Recovery
Paperback. Provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group and BT, this title explains what customers are really looking for when they make a compliant. Num Pages: 208 pages, illustrations. BIC Classification: KJSU. Category: (P) Professional & Vocational; (U) Tertiary Education (US: College). Dimension: 233 x 154 x 12. Weight in Grams: 326.
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. ... Read more
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. ... Read more
Product Details
Publisher
Kogan Page Ltd United Kingdom
Number of pages
208
Format
Paperback
Publication date
2012
Condition
New
Number of Pages
208
Place of Publication
London, United Kingdom
ISBN
9780749465308
SKU
V9780749465308
Shipping Time
Usually ships in 7 to 11 working days
Ref
99-50
About Sarah Cook
Sarah Cook is the managing director of Stairway Consultancy, customer service specialists. She is the author of Change Management Excellence and Customer Care Excellence, both published by Kogan Page.
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