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Complaint management excellence : creating customer loyalty through service recovery /

Complaint Management Excellence outlines the financial and reputational benefits to be gained from improving customer service levels and enhancing products and services via an effective system for handling customer complaints.

Bibliographic Details
Main Author: Cook, Sarah, 1955-
Format: eBook
Language:English
Published: London : Kogan Page, 2012.
Subjects:
Consumer complaints.
Customer loyalty.
Customer services.
Business.
BUSINESS & ECONOMICS / Customer Relations.
BUSINESS & ECONOMICS / Distribution.
BUSINESS & ECONOMICS / Marketing / General.
Electronic books.
Online Access:Connect to the full text of this electronic book
Description
Summary:Complaint Management Excellence outlines the financial and reputational benefits to be gained from improving customer service levels and enhancing products and services via an effective system for handling customer complaints.
Item Description:Electronic resource.
Physical Description:1 online resource (xvi, 192 pages) : illustrations
Bibliography:Includes bibliographical references and index.
ISBN:9780749465315 (electronic bk.)
074946531X (electronic bk.)