Complaint management excellence : creating customer loyalty through service recovery / Sarah Cook.
نوع المادة : نصالناشر:London ; Philadelphia : Kogan Page, [2012]تاريخ حقوق النشر: ©2012وصف:ix, 192 pages : illustrations ; 24 cmنوع المحتوى:- text
- unmediated
- volume
- 9780749465308
- 0749465301
- HF5415.52 .C66 2012
نوع المادة | المكتبة الحالية | رقم الطلب | رقم النسخة | حالة | تاريخ الإستحقاق | الباركود | |
---|---|---|---|---|---|---|---|
كتاب | UAE Federation Library | مكتبة اتحاد الإمارات General Collection | المجموعات العامة | HF5415.52 .C66 2012 (إستعراض الرف(يفتح أدناه)) | C.1 | Library Use Only | داخل المكتبة فقط | 30010011136920 | ||
كتاب | UAE Federation Library | مكتبة اتحاد الإمارات General Collection | المجموعات العامة | HF5415.52 .C66 2012 (إستعراض الرف(يفتح أدناه)) | C.2 | المتاح | 30010011136919 |
Includes bibliographical references and index.
1. Complaints as Opportunities -- 2. Encouraging Dissatisfied Customers to Voice their Complaints -- 3. What People Look for When they Complain -- 4. Customer-Management Strategy and Its Implementation -- 5. Communication Styles and Emotional Intelligence -- 6. The Skills and Behaviours Needed for Dealing Effectively with Complaints -- 7. Recording and thoroughly Investigating Complaints -- 8. Conciliation, Mediation and Arbitration -- 9. Making Improvements as a Result of Complaints -- 10. Creating an Environment that Promotes High Performance -- 11. Complaint Handling and Culture Change.