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Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery - Couverture souple
Synopsis
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.
Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.
À propos de l'auteur
Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of The Essential Guide to Employee Engagement, Change Management Excellence, Customer Care Excellence and Practical Benchmarking, all published by Kogan Page.
Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.
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Complaint Management Excellence : Creating Customer Loyalty Through Service Recovery
Edité par
Kogan Page, Limited, 2012
ISBN 10 : 0749465301
ISBN 13 : 9780749465308
Ancien ou d'occasion
Couverture souple
Vendeur : Better World Books Ltd, Dunfermline, Royaume-Uni
Évaluation du vendeur 5 sur 5 étoiles
Etat : Good. Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. N° de réf. du vendeur 40929457-6
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EUR 9,29
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Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery
Edité par
Kogan Page, 2012
ISBN 10 : 0749465301
ISBN 13 : 9780749465308
Ancien ou d'occasion
Couverture souple
Vendeur : Anybook.com, Lincoln, Royaume-Uni
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Etat : 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. N° de réf. du vendeur 9947375
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EUR 23,04
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Complaint Management Excellence : Creating Customer Loyalty Through Service Recovery
Vendeur : GreatBookPrices, Columbia, MD, Etats-Unis
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Etat : New. N° de réf. du vendeur 14052220-n
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Complaint Management Excellence
Vendeur : Rarewaves USA, OSWEGO, IL, Etats-Unis
Évaluation du vendeur 5 sur 5 étoiles
Paperback. Etat : 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. N° de réf. du vendeur LU-9780749465308
Acheter neuf
EUR 46,95
Livraison gratuite
Expédition nationale : Etats-Unis
Expédition nationale : Etats-Unis
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Complaint Management Excellence Creating Customer Loyalty Through Service Recovery
Edité par
Kogan Page, 2012
ISBN 10 : 0749465301
ISBN 13 : 9780749465308
Ancien ou d'occasion
Couverture souple
Vendeur : Mooney's bookstore, Den Helder, Pays-Bas
Évaluation du vendeur 4 sur 5 étoiles
Etat : Very Good. N° de réf. du vendeur 5F086E00E698BD7
Acheter D'occasion
EUR 32,02
Expédition à EUR 14,95
Expédition depuis Pays-Bas vers Etats-Unis
Expédition depuis Pays-Bas vers Etats-Unis
Quantité disponible : 1 disponible(s)
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Complaint Management Excellence
Vendeur : Rarewaves.com USA, London, LONDO, Royaume-Uni
Évaluation du vendeur 5 sur 5 étoiles
Paperback. Etat : 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. N° de réf. du vendeur LU-9780749465308
Acheter neuf
EUR 48,23
Livraison gratuite
Expédition depuis Royaume-Uni vers Etats-Unis
Expédition depuis Royaume-Uni vers Etats-Unis
Quantité disponible : 1 disponible(s)
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Complaint Management Excellence
Vendeur : PBShop.store UK, Fairford, GLOS, Royaume-Uni
Évaluation du vendeur 5 sur 5 étoiles
PAP. Etat : New. New Book. Shipped from UK. Established seller since 2000. N° de réf. du vendeur FW-9780749465308
Acheter neuf
EUR 46,12
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Expédition depuis Royaume-Uni vers Etats-Unis
Expédition depuis Royaume-Uni vers Etats-Unis
Quantité disponible : 15 disponible(s)
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Complaint Management Excellence: Creating Customer Loyalty through Service Recovery (English)
Vendeur : Brook Bookstore On Demand, Napoli, NA, Italie
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Etat : new. N° de réf. du vendeur M23VK0THSO
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EUR 46,27
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Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery (Paperback or Softback)
Edité par
Kogan Page 6/28/2012, 2012
ISBN 10 : 0749465301
ISBN 13 : 9780749465308
Neuf
Paperback or Softback
Vendeur : BargainBookStores, Grand Rapids, MI, Etats-Unis
Évaluation du vendeur 5 sur 5 étoiles
Paperback or Softback. Etat : New. Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery. Book. N° de réf. du vendeur BBS-9780749465308
Acheter neuf
EUR 52,52
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Expédition nationale : Etats-Unis
Expédition nationale : Etats-Unis
Quantité disponible : 5 disponible(s)
Image fournie par le vendeur
Complaint Management Excellence : Creating Customer Loyalty Through Service Recovery
Edité par
Kogan Page, 2012
ISBN 10 : 0749465301
ISBN 13 : 9780749465308
Ancien ou d'occasion
Couverture souple
Vendeur : GreatBookPrices, Columbia, MD, Etats-Unis
Évaluation du vendeur 5 sur 5 étoiles
Etat : As New. Unread book in perfect condition. N° de réf. du vendeur 14052220
Acheter D'occasion
EUR 53,40
Expédition à EUR 2,29
Expédition nationale : Etats-Unis
Expédition nationale : Etats-Unis
Quantité disponible : Plus de 20 disponibles