TY  - BOOK
AU  - Cook,Sarah
TI  - Complaint management excellence: creating customer loyalty through service recovery 
SN  - 9780749465308 (pbk.) :
AV  - HF5415.52 .C66 2012
PY  - 2012///
CY  - London, Philadelphia
PB  - Kogan Page
KW  - Consumer complaints
KW  - Customer loyalty
KW  - Customer services
N1  - Includes bibliographical references and index; Complaints as opportunities -- Encouraging dissatisfied customers to voice their complaints -- What people look for when they complain -- Customer-management strategy and its implementation -- Communication styles and emotional intelligence -- The skills and behaviours needed for dealing effectively with complaints -- Recording and thoroughly investigating complaints -- Conciliation, mediation and arbitration -- Making improvements as a result of complaints -- Creating an environment that promotes high performance -- Complaint handling and culture change
ER  -