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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: Sarah Cook
Publisher: Kogan Page Publishers
ISBN: 074946531X
Category : Business & Economics
Languages : en
Pages : 208
Get Book Here
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: KAREN. BUSBY
Publisher:
ISBN: 9780779892297
Category :
Languages : en
Pages :
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Book Description
Author: Will Bowen
Publisher: Harmony
ISBN: 0770436390
Category : Body, Mind & Spirit
Languages : en
Pages : 306
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Book Description
Full of practical ideas and inspiring stories from people who have already transformed their lives through the Complaint Free program, you'll learn not only how to stop complaining but also how to become more positive and live the life you’ve always dreamed about. More than ten million people in 106 countries have used the simple principles found in this book to eradicate the toxicity of complaining from their lives. And, as a result, they have experienced better health, happier relationships, greater career success and a significant increase in happiness. A Complaint Free World will explain what constitutes a complaint, why we complain, what benefits we think we receive from complaining, how complaining is destructive to our lives, and how we can get others around us to stop complaining. Find out how forming the simple habit of not complaining can transform your health, relationships, career and life. Consciously striving to reformat your mental hard drive is not easy, but you can start now by using the steps Bowen presents here. If you stay with it, you'll find that not only will you stop complaining, but others around you will cease to do so as well and in a short period of time, you'll have a more positive life. “A Complaint Free World is an engaging, enjoyable, easy-to-read reminder that the only permanent, constructive changes you can make in the world are the changes that you make in yourself.” –Gary Zukav, author of The Seat of the Soul and Soul to Soul
Author: United States. Veterans Administration. Central Office. Office of Equal Opportunity
Publisher:
ISBN:
Category : Discrimination in employment
Languages : en
Pages : 100
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Book Description
Author:
Publisher: BSI British Standards Institution
ISBN: 0580369439
Category : Computer programs
Languages : en
Pages : 223
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Book Description
Author:
Publisher:
ISBN:
Category : Consumer protection
Languages : en
Pages : 178
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Book Description
Author: Michael Mandelstam
Publisher: Jessica Kingsley Publishers
ISBN: 0857003739
Category : Law
Languages : en
Pages : 196
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Book Description
This short guide cuts through the confusing mass of legislation to provide a concise and jargon-free explanation of current community care practice and the law. In clear and simple language, it explains the legislation directly relevant to practitioners, including: rules about how people in need get an assessment from local authorities; the assessment of need itself; eligibility for actually getting a service (and the "fair access to care" policy); charging for services; ordinary residence; topping up of care home fees; assessing informal carers; and the rules about asylum seekers. It provides an overview and analysis of high profile issues such as direct payments, personal budgets and the policy of personalisation and National Health Service provision, including the vexed issue of NHS continuing health care. It also highlights the duties placed on local authorities and the NHS, the various tensions underlying community care, and the consequent shortcuts - both lawful and unlawful - that local authorities and the NHS feel obliged to take. Quick Guide to Community Care Practice and the Law is an essential resource for busy practitioners at all levels as well as managers in both the statutory and voluntary sectors, policy-makers in local authorities and the NHS, advocates, lawyers and social work students.
Author: Patricia H. Westheimer
Publisher: Jist Works
ISBN: 9781571120632
Category : Complaint letters.
Languages : en
Pages : 247
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Book Description
Presents advice on how to write effective complaint letters that get results, discussing how to determine if a complaint letter is appropriate, who to write to, the best approach to take, and when to take follow-up action.
Author: Ari Weinzweig
Publisher: Hyperion
ISBN: 1401305075
Category : Business & Economics
Languages : en
Pages : 125
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Book Description
Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.
Author: Humanitarian Accountability Partnership
Publisher: Oxfam
ISBN: 085598600X
Category : Social Science
Languages : en
Pages : 251
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Book Description
This guide provides everything needed for humanitarian agencies and practitioners who want to improve their accountability and quality systems and are aiming for HAP certification. It will also be useful to government departments and international bodies interested in accountability and good practice in the humanitarian sector.
