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Author : National Association of Consumer Agency Administrators (U.S.),Society of Consumer Affairs Professionals in Business (U.S.)
Publisher : Unknown
Page : 24 pages
File Size : 51,5 Mb
Release : 1981
Category : Consumer complaints
ISBN : UIUC:30112075700416
Author : Anonim
Publisher : Unknown
Page : 24 pages
File Size : 42,5 Mb
Release : 1992
Category : Consumer complaints
ISBN : UVA:X002246145
Author : Canada. Industrie Canada
Publisher : Industry Canada
Page : 90 pages
File Size : 40,8 Mb
Release : 2002
Category : Consumer complaints
ISBN : 0662664841
Author : Bernd Stauss,Wolfgang Seidel
Publisher : Springer
Page : 496 pages
File Size : 54,9 Mb
Release : 2019-01-31
Category : Business & Economics
ISBN : 9783319987057
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 : Stefan Garding,Andrea Bruns
Publisher : Springer
Page : 104 pages
File Size : 52,9 Mb
Release : 2015-05-14
Category : Business & Economics
ISBN : 9783319181790
This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.
Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 208 pages
File Size : 42,9 Mb
Release : 2012-05-03
Category : Business & Economics
ISBN : 9780749465315
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 : Anonim
Publisher : Unknown
Page : 24 pages
File Size : 53,7 Mb
Release : 1992
Category : Consumer complaints
ISBN : UIUC:30112037956924
Author : United States. National Business Council for Consumer Affairs. Sub-Council on Complaints and Remedies
Publisher : Unknown
Page : 24 pages
File Size : 48,9 Mb
Release : 1972
Category : Consumer protection
ISBN : STANFORD:36105216597505
Author : Anonim
Publisher : Unknown
Page : 16 pages
File Size : 53,5 Mb
Release : 1984
Category : Consumer complaints
ISBN : OCLC:612518244
Author : National Performance Review (U.S.)
Publisher : Unknown
Page : 46 pages
File Size : 40,6 Mb
Release : 1996
Category : Business & Economics
ISBN : PURD:32754066426622
Author : Young Lyoul Lee,Korea Economic Research Institute (South Korea)
Publisher : 길잡이미디어
Page : 128 pages
File Size : 41,6 Mb
Release : 2006-02-24
Category : Consumer complaints
ISBN : 9788980313433
Consumer complaints in the Internet forum have posed as a big threat for companies. However, little attention has been given to this issue so far. The users in the Internet forum can be categorized into three groups: complainers, repliers to the messages, and observers who only read the complaints or replies. This study explores how a company's response to complaints online affects the evaluation of the company by the observers, who are major users of the Internet forum. More specifically, this study examines how a company can select a response strategy to protect its reputation according to the context of the complaint. Psychology and Communication on the Internet Content Analysis of Web site Conceptual Model and Hypotheses Study 1 Study 2 Managerial Implications and Recommendations
Author : Canada. Office of Consumer Affairs
Publisher : Office of Consumer Affairs
Page : 128 pages
File Size : 50,5 Mb
Release : 2002
Category : Consumer education
ISBN : OCLC:184779836
Author : Sarazh Cook
Publisher : Unknown
Page : 0 pages
File Size : 40,8 Mb
Release : 2012
Category : Electronic
ISBN : OCLC:949795469
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 : Lemuel Dowdy,Kerry Stoebner,Jill Goodrich-Mahoney
Publisher : Unknown
Page : 32 pages
File Size : 53,9 Mb
Release : 1980
Category : Consumer complaints
ISBN : UCSD:31822021760483
Author : Chris Moore
Publisher : Gower Publishing Company, Limited
Page : 140 pages
File Size : 47,8 Mb
Release : 1975
Category : Business & Economics
ISBN : IND:39000008547601