| LDR | | 02932cmm uu200553Mi 4500 |
| 001 | | 000000301153 |
| 003 | | OCoLC |
| 005 | | 20230519142454 |
| 006 | | m o d |
| 007 | | cr |n| |
| 008 | | 120430s2012 enka ob 001 0 eng d |
| 020 | |
▼a 9780749465315 (electronic bk.) |
| 020 | |
▼a 074946531X (electronic bk.) |
| 020 | |
▼z 9780749465308 (pbk.) |
| 020 | |
▼z 0749465301 (pbk.) |
| 035 | |
▼a (OCoLC)792684145 |
| 040 | |
▼a EBLCP
▼b eng
▼c EBLCP
▼d OCLCQ
▼d N$T
▼d TEFOD
▼d TXA
▼d YDXCP
▼d OCLCQ
▼d OCLCF
▼d 248032 |
| 049 | |
▼a K4RA |
| 050 | 4 |
▼a HF5415.52
▼b .C66 2012eb |
| 072 | 7 |
▼a BUS
▼x 018000
▼2 bisacsh |
| 072 | 7 |
▼a BUS
▼x 078000
▼2 bisacsh |
| 072 | 7 |
▼a BUS
▼x 043000
▼2 bisacsh |
| 082 | 04 |
▼a 658.8
▼a 658.812 |
| 100 | 1 |
▼a Cook, Sarah. |
| 245 | 10 |
▼a Complaint management excellence
▼h [electronic resource] :
▼b creating customer loyalty through service recovery /
▼c Sarah Cook. |
| 260 | |
▼a London :
▼b Kogan Page,
▼c 2012. |
| 300 | |
▼a 1 online resource (xvi, 192 p.) :
▼b ill. |
| 504 | |
▼a Includes bibliographical references and index. |
| 505 | 0 |
▼a 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. |
| 520 | |
▼a 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. |
| 588 | |
▼a Description based on print version record. |
| 650 | 4 |
▼a Business. |
| 650 | 0 |
▼a Consumer complaints. |
| 650 | 0 |
▼a Customer loyalty. |
| 650 | 0 |
▼a Customer services. |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Customer Relations.
▼2 bisacsh |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Distribution.
▼2 bisacsh |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Marketing / General.
▼2 bisacsh |
| 650 | 7 |
▼a Consumer complaints.
▼2 fast
▼0 (OCoLC)fst00876254 |
| 650 | 7 |
▼a Customer loyalty.
▼2 fast
▼0 (OCoLC)fst00885531 |
| 650 | 7 |
▼a Customer services.
▼2 fast
▼0 (OCoLC)fst00885545 |
| 655 | 4 |
▼a Electronic books. |
| 776 | 08 |
▼i Print version:
▼a Cook, Sarah
▼t Complaint Management Excellence : Creating Customer Loyalty through Service Recovery
▼d London : Kogan Page, c2012
▼z 9780749465308 |
| 856 | 40 |
▼3 EBSCOhost
▼u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=430328 |
| 938 | |
▼a EBL - Ebook Library
▼b EBLB
▼n EBL838119 |
| 938 | |
▼a YBP Library Services
▼b YANK
▼n 7627901 |
| 938 | |
▼a EBSCOhost
▼b EBSC
▼n 430328 |
| 990 | |
▼a 관리자 |
| 994 | |
▼a 92
▼b K4R |