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 organisation 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 compliant, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.These are prevalent in marketplaces where customer service is a mature industry , and are likely ... As I felt my phone drop I wasna#39;t particularly worried because I encased my precious Blackberry in an Otterbox. ... Box caresses my Blackberry in silicone rubber and then covers that with some sort of impact resistant plastic; so dropping the Torch is usually no big deal. ... As I had bought this Otter at Costco, I figured I would just take it back and whine... but I bought it in October of 2010.
|Title||:||Complaint Management Excellence|
|Publisher||:||Kogan Page Publishers - 2012-05-03|