Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery
Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery
Regular price
€48,95 EUR
Regular price
Sale price
€48,95 EUR
Unit price
per
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. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Author: Sarah Cook
Publisher: Kogan Page
Published: 05/29/2012
Pages: 208
Binding Type: Paperback
Weight: 0.72lbs
Size: 9.20h x 6.31w x 0.60d
ISBN: 9780749465308
Author: Sarah Cook
Publisher: Kogan Page
Published: 05/29/2012
Pages: 208
Binding Type: Paperback
Weight: 0.72lbs
Size: 9.20h x 6.31w x 0.60d
ISBN: 9780749465308
About the Author
Sarah Cook is a founding member and CEO of Stairway Consultancy Ltd. in the UK. She has experience in leadership and consulting and has spent much time helping both public and private organizations improve their customer service and develop their leadership. Cook has authored several books including Change Management Excellence, published by Kogan Page.