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Complaint management excellence : creating customer loyalty through service recovery / [electronic resource]
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| 자료유형 | E-Book |
|---|---|
| 개인저자 | Cook, Sarah. |
| 서명/저자사항 | Complaint management excellence[electronic resource] :creating customer loyalty through service recovery /Sarah Cook. |
| 발행사항 | London : Kogan Page, 2012. |
| 형태사항 | 1 online resource (xvi, 192 p.) : ill. |
| ISBN | 9780749465315 (electronic bk.) 074946531X (electronic bk.) |
| 서지주기 | Includes bibliographical references and index. |
| 내용주기 | Complaints as opportunities -- Encouraging dissatisfied customers to voice their complaints -- What people look for when they complain -- Customer-management strategy and its implementation -- Communication styles and emotional intelligence -- The skills and behaviours needed for dealing effectively with complaints -- Recording and thoroughly investigating complaints -- Conciliation, mediation and arbitration -- Making improvements as a result of complaints -- Creating an environment that promotes high performance -- Complaint handling and culture change. |
| 요약 | Complaint Management Excellence outlines the financial and reputational benefits to be gained from improving customer service levels and enhancing products and services via an effective system for handling customer complaints. |
| 일반주제명 | Business. Consumer complaints. Customer loyalty. Customer services. BUSINESS & ECONOMICS / Customer Relations. BUSINESS & ECONOMICS / Distribution. BUSINESS & ECONOMICS / Marketing / General. Consumer complaints. Customer loyalty. Customer services. |
| 언어 | 영어 |
| 기타형태 저록 | Print version:Cook, SarahComplaint Management Excellence : Creating Customer Loyalty through Service RecoveryLondon : Kogan Page, c20129780749465308 |
| 대출바로가기 | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=430328 |
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| No. | 등록번호 | 청구기호 | 소장처 | 도서상태 | 반납예정일 | 예약 | 서비스 | 매체정보 |
|---|---|---|---|---|---|---|---|---|
| 1 | WE00002073 | 658.8 658.812 | 가야대학교/전자책서버(컴퓨터서버)/ | 대출가능 |
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