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Author : M. Lauren Basham
Publisher :
ISBN 13 :
Total Pages : 66 pages
Book Rating : 4.0/5 ( download)
Download or read book Corporate Guide to Effective Complaint Management written by M. Lauren Basham and published by . This book was released on 1994 with total page 66 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher :
ISBN 13 :
Total Pages : 33 pages
Book Rating : 4.:/5 (11 download)
Download or read book A Guide to Effective Complaint Management written by and published by . This book was released on 1995 with total page 33 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Bernd Stauss
Publisher : Springer
ISBN 13 : 3319987054
Total Pages : 496 pages
Book Rating : 4.3/5 (199 download)
Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : New South Wales. Office of the Ombudsman
Publisher :
ISBN 13 :
Total Pages : 48 pages
Book Rating : 4.:/5 (221 download)
Download or read book Guidelines for Effective Complaint Management written by New South Wales. Office of the Ombudsman and published by . This book was released on 1992 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt:
![Download Guide XI, Effective Complaint Management [computer File]. PDF Online Free](https://books.google.com/books/content/images/frontcover/mlUEuAEACAAJ?fife=w200-h370)
Author : Canada. Treasury Board Secretariat. Innovative and Quality Services Group
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (13 download)
Download or read book Guide XI, Effective Complaint Management [computer File]. written by Canada. Treasury Board Secretariat. Innovative and Quality Services Group and published by . This book was released on 1996 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher :
ISBN 13 :
Total Pages : 24 pages
Book Rating : 4.X/5 (2 download)
Download or read book Managing Consumer Complaints written by and published by . This book was released on 1992 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Guide XI written by and published by . This book was released on 1996 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Sarah Cook
Publisher : Kogan Page Publishers
ISBN 13 : 074946531X
Total Pages : 208 pages
Book Rating : 4.7/5 (494 download)
Download or read book Complaint Management Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2012-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 :
Publisher :
ISBN 13 :
Total Pages : 53 pages
Book Rating : 4.:/5 (222 download)
Download or read book A Good Practice Guide for Effective Complaint Handling written by and published by . This book was released on 1997 with total page 53 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Liz Osborne
Publisher : Jones & Bartlett Learning
ISBN 13 : 9780763726225
Total Pages : 252 pages
Book Rating : 4.7/5 (262 download)
Download or read book Resolving Patient Complaints written by Liz Osborne and published by Jones & Bartlett Learning. This book was released on 2004 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, As well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, As a result, greatly reduce risk management claims. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.
Author : British Columbia. Office of the Ombudsperson
Publisher :
ISBN 13 :
Total Pages : 37 pages
Book Rating : 4.:/5 (127 download)
Download or read book Complaint Handling Guide written by British Columbia. Office of the Ombudsperson and published by . This book was released on 2020 with total page 37 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Gerard Assey
Publisher : Gerard Assey
ISBN 13 :
Total Pages : 117 pages
Book Rating : 4./5 ( download)
Download or read book Complaints to Cheers, Feedback to Gold: Mastering Complaints Management written by Gerard Assey and published by Gerard Assey. This book was released on 2023-10-31 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 'Complaints to Cheers, Feedback to Gold: Mastering Complaints Management,' you'll embark on a journey to unlock the potential of complaints. This comprehensive guide explores the critical role of effective complaints management and the profound benefits it offers to organizations and individuals. It delves into the far-reaching consequences of unresolved complaints, emphasizing their impact on reputation, customer loyalty, and workforce morale. From understanding the psychology of complaints to equipping you with vital skills like active listening and empathy, each chapter provides actionable insights. Real-world examples, interactive training games, and practical templates empower readers to transform complaints into opportunities for growth. The book underscores the importance of fostering a complaint-friendly culture and the pivotal role of leadership in complaints management. It's certainly an essential resource for instilling trust, excellence, and continuous improvement within organizations.
Author : Stefanie Welz
Publisher : GRIN Verlag
ISBN 13 : 3638779963
Total Pages : 28 pages
Book Rating : 4.6/5 (387 download)
Download or read book Complaint Management - a Short Overview written by Stefanie Welz and published by GRIN Verlag. This book was released on 2007-12-10 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2006 in the subject Business economics - Business Management, Corporate Governance, grade: A-, University of applied sciences, Munich (FOM), course: International Marketing, language: English, abstract: 1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to stagnant or shrinking markets and increasing internationalisation. Continuous improvement or enhancements of production technology and the products themselves lead to the fact that products are even more substituted. Thus, it is not sufficient to sell only good products but the service is coming more to the fore from customer's point of view. This change in general conditions leads to a focusing on customer orientation. While the acquisition of new customers was formerly relevant, today's instruments regarding the customer retention gain more importance. Companies recognized that satisfied customers considerably contribute to corporate success. Empirical studies showed that it is five times more expensive to acquire a new customer and considerably cost extensive to recover a lost customer than binding existing customers.1 Dissatisfied customers change to competition or harm the company via negative word-ofmouth propaganda. Permanent customer relations in comparison do have a profit- as well as cost-advantage. Customer retention leads to more profit due to the buying frequency, crossselling- effects and cost savings in consequence of saved acquisition costs and efficiency advantages. Further chances result from the decreasing price sensitivity of the customer. Beside of the direct profit impacts of customer retention, indirect impacts on further customer relations occur, e.g. recommendations of satisfied customers. The corporate objective should be the focusing on customer retention and thus to improve the corporate competitive position.
Author :
Publisher :
ISBN 13 :
Total Pages : 31 pages
Book Rating : 4.:/5 (32 download)
Download or read book Better Practice Guide to Complaint Handling written by and published by . This book was released on 2009 with total page 31 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : British and Irish Ombudsman Association
Publisher :
ISBN 13 :
Total Pages : 31 pages
Book Rating : 4.:/5 (174 download)
Download or read book Guide to principles of good complaint handling written by British and Irish Ombudsman Association and published by . This book was released on 2007 with total page 31 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : British Retail Consortium
Publisher :
ISBN 13 : 9780117066373
Total Pages : 26 pages
Book Rating : 4.0/5 (663 download)
Download or read book Best Practice Guideline written by British Retail Consortium and published by . This book was released on 2009-07-31 with total page 26 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive complaint handling system is an essential component of a company's safety and quality system, providing a key measure of product quality and identifying opportunities for continual improvement. These guidelines promote best practice for an effective complaints handling system
Author : Standards Australia (Organization)
Publisher :
ISBN 13 : 9781775515272
Total Pages : 56 pages
Book Rating : 4.5/5 (152 download)
Download or read book Guidelines for Complaint Management in Organizations written by Standards Australia (Organization) and published by . This book was released on 2014 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt:
