Complaint Management Excellence - by Sarah Cook (Paperback)

About the Book

Cook provides practical advice, tools, and techniques for managers to manage any complaints that come into their organization. It explains customer intent, conflict, and management skills. Includes case studies from several international companies.

Book Synopsis

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.

Review Quotes

"Cook's insightful manual teaches firms how to turn objections into opportunities to win customer loyalty. ...Although much of Cook's advice already is - or should be - second nature at most successful service organizations, her manual is a timely reminder that in difficult economic times the customer rules. getAbstract recommends Cook's advice to customer service professionals and to managers looking to improve responsiveness to consumers and, thus, their profits." --getAbstract

About the Author

Sarah Cook is the managing director of Stairway Consultancy, customer service specialists. She is the author of Change Management Excellence and Customer Care Excellence, both published by Kogan Page.