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Sinopsis
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. <b><i>Complaint Management Excellence</i></b> 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, <b><i>Complaint Management</i></b> <b><i>Excellence</i></b> 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.
"Sinopsis" puede pertenecer a otra edición de este libro.
Acerca del autor
<b>Sarah Cook</b> is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of <i><b>The Essential Guide to Employee Engagement</b></i>, <i><b>Change Management Excellence</b></i>, <b><i> Customer Care Excellence</i> </b>and <i><b>Practical Benchmarking</b></i>, all published by Kogan Page.
"Sobre este título" puede pertenecer a otra edición de este libro.
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Complaint Management Excellence : Creating Customer Loyalty Through Service Recovery
Publicado por
Kogan Page, Limited, 2012
ISBN 10: 0749465301
ISBN 13: 9780749465308
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Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery
Publicado por
Kogan Page, 2012
ISBN 10: 0749465301
ISBN 13: 9780749465308
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Condición: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. Clean from markings. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,400grams, ISBN:9780749465308. Nº de ref. del artículo: 9947375
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Complaint Management Excellence : Creating Customer Loyalty Through Service Recovery
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Complaint Management Excellence
Librería: Rarewaves USA, OSWEGO, IL, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Paperback. Condición: New. 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. Nº de ref. del artículo: LU-9780749465308
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Complaint Management Excellence Creating Customer Loyalty Through Service Recovery
Publicado por
Kogan Page, 2012
ISBN 10: 0749465301
ISBN 13: 9780749465308
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Librería: Mooney's bookstore, Den Helder, Holanda
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Complaint Management Excellence
Librería: Rarewaves.com USA, London, LONDO, Reino Unido
Calificación del vendedor: 5 de 5 estrellas
Paperback. Condición: New. 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. Nº de ref. del artículo: LU-9780749465308
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Complaint Management Excellence
Librería: PBShop.store UK, Fairford, GLOS, Reino Unido
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PAP. Condición: New. New Book. Shipped from UK. Established seller since 2000. Nº de ref. del artículo: FW-9780749465308
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Complaint Management Excellence: Creating Customer Loyalty through Service Recovery (English)
Librería: Brook Bookstore On Demand, Napoli, NA, Italia
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Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery (Paperback or Softback)
Publicado por
Kogan Page 6/28/2012, 2012
ISBN 10: 0749465301
ISBN 13: 9780749465308
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Librería: BargainBookStores, Grand Rapids, MI, Estados Unidos de America
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Paperback or Softback. Condición: New. Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery. Book. Nº de ref. del artículo: BBS-9780749465308
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Complaint Management Excellence : Creating Customer Loyalty Through Service Recovery
Publicado por
Kogan Page, 2012
ISBN 10: 0749465301
ISBN 13: 9780749465308
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Librería: GreatBookPrices, Columbia, MD, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Condición: As New. Unread book in perfect condition. Nº de ref. del artículo: 14052220
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