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Informationen zum Autor Sarah Cook is Managing Director of the Stairway Consultancy, customer service specialists. She is the author of The Essential Guide to Employee Engagement , Change Management Excellence , Customer Care Excellence and Practical Benchmarking , all published by Kogan Page. Klappentext 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.Research shows that over 90% of dissatisfied customers never purchase goods or services from the company again; on the other hand, a prompt and effective effort to resolve a customer's issue will result in around 85% of them becoming repeat purchasers. Zusammenfassung Complaint Management Excellence outlines the financial and reputational benefits to be gained from improving customer service levelsand enhancing products and services via an effective system for handling customer complaints. Inhaltsverzeichnis List of figures and tablesPrefaceAbout the author01 Complaints as opportunitiesIncreasing customer expectationsThe power of a customerSocial mediaDelivering excellent serviceLevels of customer satisfactionCustomer complaintsWhat is a complaint?Customer dissatisfactionThe risks involved in poor complaint handlingThe positive power of effective complaint handlingThe business case for excellent complaint handlingKey learning pointsRate your organization's approach to complaint handling02 Encouraging dissatisfied customers to voice their complaintsEncouraging complaintsWhy customers do not complainWays to encourage people to complainMaking best use of social mediaDouble deviationThe regulatory environmentComplaints standards bodiesKey learning pointsRate how well your organization encourages customers who are dissatisfied to complain03 What people look for when they complainWhat is important to customers when they complainFast resolutions to complaintsCall the customerSingle deviationTaking complaints seriouslyThe emotional and economic cost of complaintsEmpathy and apologyMeeting expectationsWhat makes best-in-class complaint handling?What about money?What to consider when offering redressTypes of financial and non-financial redressGestures of goodwillService guaranteesKey learning pointsCustomer complaint-handling checklist04 Customer-management strategy and its implementationSetting a strategy for you complaint managementLink to organizational vision and valuesHard and soft elements of a complaint-management strategyComplaint-management policy and standardsComplaint-handling processes and proceduresComplaint-handling systemThe people sideRecruitmentInductionTraining and competenceEmpowermentMeasurementLearning and improvementKey learning pointsSeven Ss assessment05 Communication styles and emoti...
