Complaint Management Excellence

Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 208 pages
File Size : 44,8 Mb
Release : 2012-05-03
Category : Business & Economics
ISBN : 9780749465315

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Complaint Management Excellence by Sarah Cook Pdf

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.

Author : Sarazh Cook
Publisher : Unknown
Page : 0 pages
File Size : 54,6 Mb
Release : 2012
Category : Electronic
ISBN : OCLC:949795469

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Complaint Management Excellence by Sarazh Cook Pdf

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.

Author : Mike Faulkner
Publisher : John Wiley & Sons
Page : 224 pages
File Size : 44,8 Mb
Release : 2003-03-28
Category : Business & Economics
ISBN : 9780470856369

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Customer Management Excellence by Mike Faulkner Pdf

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

Author : H. James Harrington
Publisher : Paton Professional
Page : 184 pages
File Size : 47,5 Mb
Release : 2006
Category : Business & Economics
ISBN : 1932828060

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Process Management Excellence by H. James Harrington Pdf

Author : Bernd Stauss,Wolfgang Seidel
Publisher : Springer
Page : 496 pages
File Size : 48,5 Mb
Release : 2019-01-31
Category : Business & Economics
ISBN : 9783319987057

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Effective Complaint Management by Bernd Stauss,Wolfgang Seidel Pdf

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.

Author : Dr. Deepali Misra
Publisher : Notion Press
Page : 133 pages
File Size : 50,8 Mb
Release : 2023-08-09
Category : Education
ISBN : 9798890669681

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Managing Excellence in School Education by Dr. Deepali Misra Pdf

Managing Excellence in School Education: A Handbook for Educators is a reference manual for Principals and Teachers aspiring to transform their schools holistically. It provides a systematic approach for creating excellent institutions. The book outlines concepts and processes developed by the Tata Education Excellence Program (TEEP) in collaboration with Tata Steel, in order to improve the quality of education in schools. Since 2003, this program has been successfully implemented in over sixty private and rural schools in and around Jamshedpur. All Schools can learn from their success stories. The concepts explained in this book will also be helpful in implementing the National Education Policy 2020.

Author : H. James Harrington
Publisher : Paton Professional
Page : 344 pages
File Size : 41,8 Mb
Release : 2007
Category : Business & Economics
ISBN : 1932828125

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Resource Management Excellence by H. James Harrington Pdf

Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 288 pages
File Size : 50,9 Mb
Release : 2010-11-03
Category : Business & Economics
ISBN : 9780749462574

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Customer Care Excellence by Sarah Cook Pdf

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

Author : Gerard Assey
Publisher : Unknown
Page : 0 pages
File Size : 51,8 Mb
Release : 2023-10-31
Category : Electronic
ISBN : 9798223518075

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Complaints to Cheers, Feedback to Gold by Gerard Assey Pdf

Author : Horst Schulze
Publisher : Zondervan
Page : 225 pages
File Size : 50,8 Mb
Release : 2019-03-05
Category : Self-Help
ISBN : 9780310352105

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Excellence Wins by Horst Schulze Pdf

Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry. For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization. With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about: Why leading well is an acquired skill Serving your customers Engaging your employees Creating a culture of customer service Why vision statements make a difference What it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now. Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.

Author : Christian Homburg,Heiko Schäfer,Janna Schneider
Publisher : Springer Science & Business Media
Page : 316 pages
File Size : 41,6 Mb
Release : 2012-10-24
Category : Business & Economics
ISBN : 9783642291692

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Sales Excellence by Christian Homburg,Heiko Schäfer,Janna Schneider Pdf

This book presents a very novel and strategic approach to Sales Management, an area that has suffered from a lack of sophistication in practice. This content-rich and thought-provoking book has a very unique positioning: It considers the sales performance of an organization at a very high, strategic level and offers specific guidance in managing not just a few direct reports but an entire organization?s sales function. The book includes many useful tools and guidelines and is enhanced with numerous examples that help bring the concepts to life and make them very approachable for the trade market. A checklist-based scoring system that is utilized throughout the book allows readers to specifically evaluate their own company as well as to track its progress as concepts are applied over time. This work is an essential resource and thought-provoking read for ambitious Sales Managers, including CEO-level executives.

Author : Ms Sarah Cook
Publisher : Ashgate Publishing, Ltd.
Page : 193 pages
File Size : 49,7 Mb
Release : 2015-09-28
Category : Computers
ISBN : 9781472447692

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Leading the Customer Experience by Ms Sarah Cook Pdf

Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team's motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook’s vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic.

Author : Malte Kempen
Publisher : diplom.de
Page : 173 pages
File Size : 45,7 Mb
Release : 2009-01-05
Category : Business & Economics
ISBN : 9783836624404

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Complaint Management and Internal Marketing by Malte Kempen Pdf

Inhaltsangabe:Introduction: The first chapter gives a introduction into the topic and explains how the whole work is structured before the key subjects in chapter two will be discussed. Okay Sir, I will put you through to someone else . Does this sound familiar? Trying to switch to a different contract with a cell phone operator, but nobody seems to be qualified to handle a request. Dissatisfaction arises and the customer would like to report his problem. On the one hand the customer experiences a breakdown in service and on the other hand a second disappointment may follow if a service provider fails to handle the grievance after it is stated. The question arises as to why complaint handling is important nowadays. Complaint handling is not as selfless an act by a company as it may seem. A complaint is the cheapest, most honest and most qualitative form of management consulting there is, according to market research into sales force by Pawlik Sales Consultants AG. Companies should not be afraid to face feedback and complaints. According to the Treasury Board of Canada: Research suggests that relatively few dissatisfied clients bother to complain. As a result, every complaint received may provide a window into a much larger pool of dissatisfaction. By dealing with the causes of complaints, the organization can further reduce both the number of complaints and dissatisfaction with its program delivery or service. Complaint management is a tool to prevent the migration of customers to competitors, and more and more companies understand that simply recruiting new customers is not sufficient. As a consequence, intensification of defensive marketing, in contrast to offensive marketing actions, becomes more interesting to a company. The aim of defensive marketing should be the development of long-lasting customer relations. For example, Volvo/Saab, the Swedish automobile manufacturer, estimates that the cost of generating new customers is three times the cost of retaining an existing customer. Satisfactory complaint management can create satisfied customers. The key figure mediating between a company and a customer with a complaint is, of course, the employee of the service organization. The role and performance of the employee will determine the success of a complaint handling process and the adequate service recovery. In order to be able to fulfil this goal, employees need to undergo training. Furthermore the management needs to develop a corporate [...]

Author : Hoda A. ElMaraghy
Publisher : Springer Science & Business Media
Page : 665 pages
File Size : 41,8 Mb
Release : 2011-09-29
Category : Technology & Engineering
ISBN : 9783642238604

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Enabling Manufacturing Competitiveness and Economic Sustainability by Hoda A. ElMaraghy Pdf

The changing manufacturing environment requires more responsive and adaptable manufacturing systems. The theme of the 4th International Conference on Changeable, Agile, Reconfigurable and Virtual production (CARV2011) is “Enabling Manufacturing Competitiveness and Economic Sustainability”. Leading edge research and best implementation practices and experiences, which address these important issues and challenges, are presented. The proceedings include advances in manufacturing systems design, planning, evaluation, control and evolving paradigms such as mass customization, personalization, changeability, re-configurability and flexibility. New and important concepts such as the dynamic product families and platforms, co-evolution of products and systems, and methods for enhancing manufacturing systems’ economic sustainability and prolonging their life to produce more than one product generation are treated. Enablers of change in manufacturing systems, production volume and capability scalability and managing the volatility of markets, competition among global enterprises and the increasing complexity of products, manufacturing systems and management strategies are discussed. Industry challenges and future directions for research and development needed to help both practitioners and academicians are presented.

Author : Joachim Scharioth,Margit Huber
Publisher : Springer Science & Business Media
Page : 151 pages
File Size : 43,7 Mb
Release : 2008-02-21
Category : Business & Economics
ISBN : 9783540246923

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Achieving Excellence in Stakeholder Management by Joachim Scharioth,Margit Huber Pdf

The term ‘stakeholder management’ describes the policy towards all interest groups that have a stake in a company. Here, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful relationships with suppliers can be created to stay at the forefront of today’s global economy. Company contributions are complemented by expert articles about current business topics such as Performance Measurement, Balanced Scorecard and Data Mining methodologies.