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Complaint management excellence : creating customer loyalty through service recovery / Sarah Cook.
Publication details: London ; Philadelphia : Kogan Page, c2012.Description: ix, 192 p. : ill. ; 24 cmISBN:- 9780749465308 (pbk.) :
- 0749465301 (pbk.) :
- HF5415.52 .C66 2012
Contents:
Complaints as opportunities -- Encouraging dissatisfied customers to voice their complaints -- What people look for when they complain -- Customer-management strategy and its implementation -- 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.
| Item type | Current library | Home library | Shelving location | Call number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|---|
Books
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American University in Dubai | American University in Dubai | Main Collection | HF 5415.52 .C66 2012 (Browse shelf(Opens below)) | Available | 5070585 |
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| HF 5415.5 .W64 2005 Lean solutions : how companies and customers can create value and wealth together / | HF 5415.5 .Y47 2009 Your call is (not that) important to us : customer service and what it reveals about our world and our lives / | HF 5415.5 .Z459 1996 Coaching knock your socks off service / | HF 5415.52 .C66 2012 Complaint management excellence : creating customer loyalty through service recovery / | HF 5415.525 .H37 2011 Harvard business review on increasing customer loyalty. | HF 5415.525 .R45 2001 Loyalty rules! : how today's leaders build lasting relationships / | HF 5415.527 .P47 2005 Return on customer : creating maximum value from your scarcest resource / |
Complaints as opportunities -- Encouraging dissatisfied customers to voice their complaints -- What people look for when they complain -- Customer-management strategy and its implementation -- 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.
Includes bibliographical references and index.
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