Author: Standards Australia (Organization)
Publisher:
ISBN: 9781775515289
Category :
Languages : en
Pages :
Book Description
Guidelines for Complaint Management in Organizations
Guidelines for Complaint Management in Organizations
Author: Standards Australia (Organization)
Publisher:
ISBN: 9781775515272
Category :
Languages : en
Pages : 56
Book Description
Publisher:
ISBN: 9781775515272
Category :
Languages : en
Pages : 56
Book Description
Guidelines for complaint management in organizations (ISO 10002:2018, NEQ).
Corporate Guide to Effective Complaint Management
Author: M. Lauren Basham
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 66
Book Description
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 66
Book Description
Quality Management
Quality Management. Customer Satisfaction. Guidelines for Complaints Handling in Organizations
Author: British Standards Institute Staff
Publisher:
ISBN: 9780580855818
Category :
Languages : en
Pages : 40
Book Description
Management, Consumer-supplier relations, Quality management, Quality assurance systems, Design, Data acquisition, Consumer protection, Organization and methods, Personnel, Performance, Quality auditing, Policy, Production management, Planning, Documents
Publisher:
ISBN: 9780580855818
Category :
Languages : en
Pages : 40
Book Description
Management, Consumer-supplier relations, Quality management, Quality assurance systems, Design, Data acquisition, Consumer protection, Organization and methods, Personnel, Performance, Quality auditing, Policy, Production management, Planning, Documents
Management de la qualité : satisfaction de clients : lignes directrices pour le traitement des réclamations dans les oranismes
Author: International Organization for Standardization
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 26
Book Description
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 26
Book Description
Quality Management : Customer Satisfaction : Guidelines for Complaints Handling in Organizations
Author: Canadian Standards Association
Publisher: Mississauga, Ont. : Canadian Standards Association
ISBN:
Category : Consumer complaints
Languages : en
Pages : 24
Book Description
Publisher: Mississauga, Ont. : Canadian Standards Association
ISBN:
Category : Consumer complaints
Languages : en
Pages : 24
Book Description
Complaint Management Excellence
Author: Sarah Cook
Publisher: Kogan Page Publishers
ISBN: 074946531X
Category : Business & Economics
Languages : en
Pages : 208
Book Description
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.
Publisher: Kogan Page Publishers
ISBN: 074946531X
Category : Business & Economics
Languages : en
Pages : 208
Book Description
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.
Effective Complaint Management
Author: Bernd Stauss
Publisher: Springer
ISBN: 3319987054
Category : Business & Economics
Languages : en
Pages : 496
Book Description
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.
Publisher: Springer
ISBN: 3319987054
Category : Business & Economics
Languages : en
Pages : 496
Book Description
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.