Dealing With Customer Complaints
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Dealing With Customer Complaints
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Author : Tom Williams
language : en
Publisher: Gower Publishing Company, Limited
Release Date : 1996-01-01
Dealing With Customer Complaints written by Tom Williams and has been published by Gower Publishing Company, Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996-01-01 with Business & Economics categories.
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.
Handling Customer Complaints
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Author : Jennifer Denham
language : en
Publisher:
Release Date : 1998
Handling Customer Complaints written by Jennifer Denham and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Consumer complaints categories.
Practical guide for managers, staff supervisors, human resources professionals, trainers, salespeople and teachers of business studies. Provides strategies for developing positive staff and customer attitudes to complaints and tips for establishing and reviewing complaint-handling policies. Includes case studies, references and an index. The author is an experienced professional trainer.
A Complaint Is A Gift
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Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2008-08-18
A Complaint Is A Gift written by Janelle Barlow and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-08-18 with Business & Economics categories.
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of 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—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal. Using numerous real-life examples, authors Janelle Barlow and Claus Møller show precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers–even when you have to say no. The second edition features two brand-new chapters on receiving and responding to complaints online; a new section on how to deal with and take advantage of complaints that are directed at your personally; and, turning the tables, a section on how you can complain constructively and effectively. And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies.
Managing Consumer Complaints
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Author : National Association of Consumer Agency Administrators (U.S.)
language : en
Publisher:
Release Date : 1981
Managing Consumer Complaints written by National Association of Consumer Agency Administrators (U.S.) and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1981 with Consumer complaints categories.
Managing Consumer Complaints
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Author :
language : en
Publisher:
Release Date : 1992
Managing Consumer Complaints written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1992 with Consumer complaints categories.
How To Handle Customer Complaints
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Author : Chris Moore
language : en
Publisher: Gower Publishing Company, Limited
Release Date : 1975
How To Handle Customer Complaints written by Chris Moore and has been published by Gower Publishing Company, Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 1975 with Business & Economics categories.
Managing Customer Service
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Author : Jenny Hayes
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 1998
Managing Customer Service written by Jenny Hayes and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Customer services categories.
Jenny Hayes and Frances Dredge offer a concise introduction to the business reasons for building good relationships with customers, and also examine the management framework of customer service.
Handling Complaints Pocketbook
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Author : Angelena Boden
language : en
Publisher: Management Pocketbooks
Release Date : 2015-09-16
Handling Complaints Pocketbook written by Angelena Boden and has been published by Management Pocketbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-16 with Business & Economics categories.
The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook.
Complaint Management Excellence
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Author : Sarah Cook
language : en
Publisher: Kogan Page Publishers
Release Date : 2012-05-03
Complaint Management Excellence written by Sarah Cook and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-05-03 with Business & Economics categories.
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.
Methods Of Handling Customer Complaints
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Author : Metropolitan Life Insurance Company. Policyholders Service Bureau
language : en
Publisher:
Release Date : 1940*
Methods Of Handling Customer Complaints written by Metropolitan Life Insurance Company. Policyholders Service Bureau and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1940* with Consumer complaints categories.