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: 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: M. Lauren Basham
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 66
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Book Description
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: 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: Standards Australia (Organization)
Publisher:
ISBN: 9781775515272
Category :
Languages : en
Pages : 56
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Book Description
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 (Organization)
Publisher:
ISBN: 9781775515289
Category :
Languages : en
Pages :
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Book Description
