Complaint Management Excellence
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Complaint Management Excellence
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Author : Sarah Cook
language : en
Publisher: Kogan Page Publishers
Release Date : 2012-05-03
Complaint Management Excellence written by Sarah Cook and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-05-03 with Business & Economics categories.
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 that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Complaint Management Excellence
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Author : Sarazh Cook
language : en
Publisher:
Release Date : 2012
Complaint Management Excellence written by Sarazh Cook and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with categories.
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 that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organisation all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a compliant, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Customer Management Excellence
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Author : Mike Faulkner
language : en
Publisher: John Wiley & Sons
Release Date : 2003
Customer Management Excellence written by Mike Faulkner and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long-term benefits. And while billions are being spent worldwide, as yet there is not one case study of a true CRM focused company that is achieving major business success. Why? Three years ago Quest Media introduced the National Customer Service Awards. The philosophy was to research, recognise and reward organisations that were pushing the barriers of customer management to new limits. Written by the editor of Customer Management magazine, this book draws on Quest's research to reflect the current thinking behind today's front-runners in the customer management field. The authors challenge accepted thought processes and give realistic timeframes for implementing the innovative thinking that will produce tomorrow's Customer Management Excellence. * An 'all you need to know about customer management' handbook - draws on the authors' vast experience to help unravel this complex topic * Provides case studies and examples of organisations that are award-winners in their innovative customer management techniques * Includes a glossary of terms and checklists to help readers benchmark their own progress in implementing successful customer management
Corporate Guide To Effective Complaint Management
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Author : M. Lauren Basham
language : en
Publisher:
Release Date : 1994
Corporate Guide To Effective Complaint Management written by M. Lauren Basham and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Consumer complaints categories.
Benchmarking For Best Practices
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Author : Christopher E. Bogan
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994
Benchmarking For Best Practices written by Christopher E. Bogan and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
Packed with dramatic case studies, this step-by-step guide shows managers how to adopt the seminal benchmarking techniques revolutionizing quality at companies like Federal Express, AT&T, and other industry leaders. Features timesaving tips, evaluation charts, graphs, ethics, and antitrust guidelines. 50 illus.
Service Excellence
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Author : Wendy Leebov
language : en
Publisher: Health Forum Publishing Company
Release Date : 1988
Service Excellence written by Wendy Leebov and has been published by Health Forum Publishing Company this book supported file pdf, txt, epub, kindle and other format this book has been release on 1988 with Medical categories.
About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems. After building a case in Part I for the potential of impressive service quality as an unparalleled competitive advantage, Part II identifies concrete tactics that help change agents, teams and healthcare leaders to align everyday practices with the organization's focus on service quality. Tactics are provided that support "ten pillars of service excellence", including Leadership Philosophy and Commitment, Accountability, Input and Evaluation, Problem-Solving and Complaint Management, Staff Development and Training, Reward and Recognition, Communication, Physician Performance, Employee as Customer, and Refreshers and Reminders. Part III provides operational strategies, including planning and staffing for service excellence, handling resistance, and giving your strategy "staying power."
Customer Service Excellence
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Author :
language : en
Publisher:
Release Date : 1994
Customer Service Excellence written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Customer services categories.
Kaizen Strategies For Customer Care
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Author : Patricia Wellington
language : en
Publisher: Financial Times/Prentice Hall
Release Date : 1995
Kaizen Strategies For Customer Care written by Patricia Wellington and has been published by Financial Times/Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.
"At last a book to show you in very practical terms what real changes you have to make to become truly customer focused." ¿ Cannon Ltd. A proven framework to implement a customer-focused strategy using the nine basic principles of Kaizen.
Customer Service Excellence
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Author : S. B. Nageswara Rao
language : en
Publisher:
Release Date : 2004
Customer Service Excellence written by S. B. Nageswara Rao and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Consumer satisfaction categories.
Papers presented at the National Seminar on Customer Service Excellence, held at Annamalainagar.
Developing Administrative Excellence
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Author : Sharon A. McDade
language : en
Publisher:
Release Date : 1994
Developing Administrative Excellence written by Sharon A. McDade and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Education categories.
Leadership development programming can significantly strengthen a college or university by fostering a team approach to solving institutional problems, by increasing the effectiveness and efficiency of its human resources, and by creating a ready pool of qualified professionals for middle- and senior-level positions. For these goals to be successfully realized, however, leadership programming should be fully integrated into the life of the institution. The aim should be to create a culture of leadership. This volume is intended to inspire thinking about how such a culture of leadership can be created. This is the 87th issue of the quarterly journal New Directions for Higher Education. For more information on the series, please see the Journals and Periodicals page.