عرض عادي
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
المحتويات:
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.
| نوع المادة | المكتبة الحالية | رقم الطلب | رقم النسخة | حالة | تاريخ الإستحقاق | الباركود | |
|---|---|---|---|---|---|---|---|
كتاب
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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 | ||
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كتاب
|
UAE Federation Library | مكتبة اتحاد الإمارات General Collection | المجموعات العامة | HF5415.52 .C66 2012 (إستعراض الرف(يفتح أدناه)) | C.2 | المتاح | 30010011136919 |
Browsing UAE Federation Library | مكتبة اتحاد الإمارات shelves, Shelving location: General Collection | المجموعات العامة إغلاق مستعرض الرف(يخفي مستعرض الرف)
| HF5415.5 W583 1996 Dealing with customer complaints / | HF5415.52 B3712 2010 الشكوى هدية : كيف تستعيد ولاء عملائك في الاوقات العصيبة؟ / | HF5415.52 B3712 2010 الشكوى هدية : كيف تستعيد ولاء عملائك في الاوقات العصيبة؟ / | HF5415.52 .C66 2012 Complaint management excellence : creating customer loyalty through service recovery / | HF5415.52 .C66 2012 Complaint management excellence : creating customer loyalty through service recovery / | HF5415.525 .B39 2015 The membership economy : find your superusers, master the forever transaction, and build recurring revenue / | HF5415.525 .D34 2019 Creating customer loyalty : build lasting loyalty using customer experience management / |
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.
