eBook: Complaint Management Excellence: Creating Customer Loyalty through Service Recovery (DRM PDF)
 
電子書格式: DRM PDF
作者: Sarah Cook 
製造商: Kogan Page
分類: Business communication & presentation , Customer services  
出版日期: 2012/05/03
頁數: 208
ISBN-10: 074946531X
ISBN-13: 9780749465315
書城編號: 20510590
 
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售價: $325.00

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商品簡介
 
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.

Sarah Cook 作者作品表

eBook: Pimp Your Noodles (DRM EPUB)
Pimp Your Noodles (Hardcover)
eBook: Making a Success of Managing and Working Remotely (DRM EPUB)
eBook: Making a Success of Managing and Working Remotely (DRM PDF)
eBook: Battle for China's Spirit: Religious Revival, Repression, and Resistance under Xi Jinping (DRM PDF)
eBook: Battle for China's Spirit: Religious Revival, Repression, and Resistance under Xi Jinping (DRM EPUB)
eBook: Measuring Customer Service Effectiveness (DRM EPUB)
eBook: Measuring Customer Service Effectiveness (DRM PDF)
eBook: Measuring Customer Service Effectiveness (DRM PDF)
Information (Paperback)
eBook: Leading the Customer Experience: Inspirational Service Leadership (DRM PDF)
eBook: Leading the Customer Experience: Inspirational Service Leadership (DRM EPUB)
Good Food: Traybakes (Paperback)
Germaine Koh Weather Systems (Hardcover)
Good Food: More Slow Cooker Favourites (Paperback)
Good Food: Low-calorie Recipes (Paperback)
Complaint Management Excellence (Paperback)
eBook: Complaint Management Excellence: Creating Customer Loyalty through Service Recovery (DRM EPUB)
eBook: Complaint Management Excellence: Creating Customer Loyalty through Service Recovery (DRM PDF)
eBook: Essential Time Management and Organisation: A Pocket Guide (DRM PDF)

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