Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery

by Sarah Cook

Book Overview

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...

• Format: Paperback
• Language: English
• ISBN: 0749465301
• ISBN13: 9780749465308
• Release Date: May 2012
• Publisher: Kogan Page
• Length: 208 Pages
• Weight: 0.70 lbs.
• Dimensions: 0.6" x 6.3" x 9.2"