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.

Features real-life case studies from companies such as John Lewis, DHL, Hilton Hotels, the Starwood Group and BT. Includes self-assessment tools to enable readers to assess their own complaint management priorities and structures. 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.

About the Author
Sarah Cook is the managing director of Stairway Consultancy, customer service specialists. She is the author of Change Management Excellence and Customer Care Excellence, both published by Kogan Page.


Book Information
ISBN 9780749465308
Author Sarah Cook
Format Paperback
Page Count 208
Imprint Kogan Page Ltd
Publisher Kogan Page Ltd
Weight(grams) 327g
Dimensions(mm) 233mm * 157mm * 11mm