Book
Complaint management excellence : creating customer loyalty through service recovery / Sarah Cook.
Record details
- ISBN: 0749465301
- ISBN: 9780749465308
- Physical Description: ix, 192 p. : ill. ; 24 cm.
- Publisher: London ; Kogan Page, 2012.
Content descriptions
| Bibliography, etc. Note: | Includes bibliographical references and index. |
| Formatted Contents Note: | Complaints as opportunities -- Rate your organization's approach to complaint handling -- What people look for when they complain -- Customer complaint-handling checklist -- Communication styles and emotional intelligence -- The skills and behaviours needed for dealing effectively with complaints -- Recording and thoroughly investigating complaints -- Conciliation, mediation and arbitration -- Making improvements as a result of complaints -- Creating an environment that promotes high performance -- Complaint handling and culture change. |
Search for related items by subject
| Subject: | Consumer complaints. Customer loyalty. Customer services. |
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- 0 of 0 copies available at Vancouver Community College.
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