Author: NSW Ombudsman
Publisher:
ISBN: 9781921132636
Category :
Languages : en
Pages :

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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: Tom Williams
Publisher: Gower Publishing Company, Limited
ISBN: 9780566076978
Category : Business & Economics
Languages : en
Pages : 132

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Book Description
Explaining the strategic importance of complaints handling, this study examines how people actually complain and what their objectives might be. It shows how to determine policy, and how to set up and run an effective complaints handling unit. The principles and practices involved are detailed.

Author: Sarah Cook
Publisher: Kogan Page Publishers
ISBN: 074946531X
Category : Business & Economics
Languages : en
Pages : 208

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Book Description
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.

Author: M. Lauren Basham
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 66

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Author: D. Keith Denton
Publisher: Praeger Pub Text
ISBN: 9780899304335
Category : Business & Economics
Languages : en
Pages : 195

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This book focuses on the issue of employee complaints, and has been designed for use as both a self-instruction manual and a training device to teach supervisors and staff how to better manage employee complaints. Critical issues such as race and sex discrimination and employment-at-will are addressed, with specific discussions of pregnancy leave, age discrimination, and terminations. It offers a variety of techniques and tools that can be used to reduce the number of complaints and to better manage those complaints that remain. To facilitate this, the authors have included a number of experiential learning exercises, role plays, and case studies, and provided training notes to help in the instruction.

Author: Clare Moore
Publisher:
ISBN: 9780955366000
Category : Customer services
Languages : en
Pages : 92

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Author: Janelle Barlow
Publisher: Berrett-Koehler Publishers
ISBN: 1523002999
Category : Business & Economics
Languages : en
Pages : 245

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Book Description
Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward. A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty. Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks. A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.

Author: Lorenz W. Aggens
Publisher:
ISBN:
Category : Communication
Languages : en
Pages : 124

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Author:
Publisher:
ISBN:
Category : Federal government
Languages : en
Pages : 33

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