Guidelines for Effective Complaint Management PDF Download
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Author: New South Wales. Office of the Ombudsman
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 48
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Book Description
Author: New South Wales. Office of the Ombudsman
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 48
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Book Description
Author: M. Lauren Basham
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 66
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Book Description
Author: Bernd Stauss
Publisher: Springer
ISBN: 3319987054
Category : Business & Economics
Languages : en
Pages : 496
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Book Description
This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Author:
Publisher:
ISBN:
Category : Federal government
Languages : en
Pages : 33
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Book Description
Author: Western Australian Municipal Association
Publisher:
ISBN:
Category : Complaints (Administrative procedure)
Languages : en
Pages : 24
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Book Description
Author: Ombudsman Western Australia
Publisher:
ISBN:
Category : Electronic books
Languages : en
Pages : 0
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Book Description
Author: Standards Australia (Organization)
Publisher:
ISBN: 9781775515272
Category :
Languages : en
Pages : 56
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Book Description
Author: Lee Cockerell
Publisher: Crown Currency
ISBN: 0770435610
Category : Business & Economics
Languages : en
Pages : 210
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Book Description
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Author: British Retail Consortium
Publisher:
ISBN: 9780117066373
Category :
Languages : en
Pages : 26
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Book Description
A comprehensive complaint handling system is an essential component of a company's safety and quality system, providing a key measure of product quality and identifying opportunities for continual improvement. These guidelines promote best practice for an effective complaints handling system
Author: Standards Australia Limited
Publisher:
ISBN: 9781743428542
Category : Consumer complaints
Languages : en
Pages : 56
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Book Description
The objective of this Standard is to provide guidance on complaint management to organizations, including the planning, design, operation, maintenance and improvement. -- page 2.
