Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery

  • 2h 48m
  • Sarah Cook
  • Kogan Page
  • 2012

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.

Consultant Sarah Cook provides practical advice, tools and techniques for managers to manage any complaints that come into their organization. Being able to properly handle customers' complaints and needs will improve the long term prospects for a company and can have a tremendous additional effect in terms of boosting employee morale.

Including case studies from several international companies, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead the change to ensure the best experience for all.

About the Author

Sarah Cook is a founding member and CEO of Stairway Consultancy Ltd. in the UK. She has experience in leadership and consulting and has spent much time helping both public and private organizations improve their customer service and develop their leadership. Cook has authored several books including Change Management Excellence, published by Kogan Page.

In this Book

  • 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