Dealing With Customer Complaints
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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.
Handling Customer Complaints
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Author : Lemuel Dowdy
language : en
Publisher:
Release Date : 1980
Handling Customer Complaints written by Lemuel Dowdy and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1980 with Consumer complaints categories.
Hug Your Haters
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Author : Jay Baer
language : en
Publisher: Portfolio
Release Date : 2016-03
Hug Your Haters written by Jay Baer and has been published by Portfolio this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03 with Business & Economics categories.
Includes a detachable folded poster of "The Hatrix."
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.
Hospitality Travel And Tourism Concepts Methodologies Tools And Applications
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Author : Management Association, Information Resources
language : en
Publisher: IGI Global
Release Date : 2014-10-31
Hospitality Travel And Tourism Concepts Methodologies Tools And Applications written by Management Association, Information Resources and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-31 with Business & Economics categories.
Over generations, human society has woven a rich tapestry of culture, art, architecture, and history, personified in artifacts, monuments, and landmarks arrayed across the globe. Individual communities are looking to exploit these local treasures for the benefit of the travelers who come to see them. Hospitality, Travel, and Tourism: Concepts, Methodologies, Tools, and Applications considers the effect of cultural heritage and destinations of interest on the global economy from the viewpoints of both visitor and host. This broadly-focused, multi-volume reference will provide unique insights for travelers, business leaders, sightseers, cultural preservationists, and others interested in the unique variety of human ingenuity and innovation around the world.
The Customer Rules
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Author : Lee Cockerell
language : en
Publisher: Profile Books
Release Date : 2013-03-07
The Customer Rules written by Lee Cockerell and has been published by Profile Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-07 with Business & Economics categories.
Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience it will not only keep coming back for more, but recommend your business to their friends, families, and colleagues. The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Lee Cockerell, former Executive Vice President of Operations at Disney World - a company which has redefined what a business can do for their customers - shows you how: from why you should 'Never say no - except No Problem' to asking yourself 'What Would Mum Do?'. His 39 easy-to-follow rules apply to any industry and any company, large, small, public, private, online or High Street. The principles revealed in this book, tried and tested in one of the world's happiest environments, can give you everything you need to truly connect with your customers.
To Sell Is Human
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Author : Daniel H. Pink
language : en
Publisher: Canongate Books
Release Date : 2013-02-07
To Sell Is Human written by Daniel H. Pink and has been published by Canongate Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-07 with Psychology categories.
We're all in Sales now Parents sell their kids on going to bed. Spouses sell their partners on mowing the lawn. We sell our bosses on giving us more money and more time off. And in astonishing numbers we go online to sell ourselves on Facebook, Twitter and online dating profiles. Relying on science, analysis and his trademark clarity of thought, Daniel Pink shows that sales isn't what it used to be. Then he provides a set of tools, tips, and exercises for succeeding on each new terrain: six new ways to pitch your idea, three ways to understand another's perspective, five frames that can make your message clearer, and much more.
Managing Customer Trust Satisfaction And Loyalty Through Information Communication Technologies
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Author : Eid, Riyad
language : en
Publisher: IGI Global
Release Date : 2013-03-31
Managing Customer Trust Satisfaction And Loyalty Through Information Communication Technologies written by Eid, Riyad and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-31 with Business & Economics categories.
Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technology’s involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
A Complaint Is A Gift
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Author : Janelle Barlow
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 1996
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 1996 with Business & Economics categories.
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.
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.