Description

Book Synopsis
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.

Table of Contents
    • Chapter - 01: Complaints as opportunities;
    • Chapter - 02: Encouraging dissatisfied customers to voice their complaints;
    • Chapter - 03: What people look for when they complain;
    • Chapter - 04: Customer-management strategy and its implementation;
    • Chapter - 05: Communication styles and emotional intelligence;
    • Chapter - 06: The skills and behaviours needed for dealing effectively with complaints;
    • Chapter - 07: Recording and thoroughly investigating complaints;
    • Chapter - 08: Conciliation, mediation and arbitration;
    • Chapter - 09: Making improvements as a result of complaints;
    • Chapter - 10: Creating an environment that promotes high performance;
    • Chapter - 11: Complaint handling and culture change

Complaint Management Excellence

    Product form

    £33.24

    Includes FREE delivery

    RRP £34.99 – you save £1.75 (5%)

    Order before 4pm today for delivery by Mon 20 Jul 2026.

    A Paperback / softback by Sarah Cook

      Trusted by thousands of customers. See 2,385+ Customer Reviews

      View other formats and editions of Complaint Management Excellence by Sarah Cook

      Publisher: Kogan Page Ltd
      Publication Date: Publication Date: 03/05/2012
      ISBN13: 9780749465308, 978-0749465308
      ISBN10: 0749465301
      Also in:
      Business, Finance & Law Sales and marketing management

      Description

      Book Synopsis
      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.

      Table of Contents
        • Chapter - 01: Complaints as opportunities;
        • Chapter - 02: Encouraging dissatisfied customers to voice their complaints;
        • Chapter - 03: What people look for when they complain;
        • Chapter - 04: Customer-management strategy and its implementation;
        • Chapter - 05: Communication styles and emotional intelligence;
        • Chapter - 06: The skills and behaviours needed for dealing effectively with complaints;
        • Chapter - 07: Recording and thoroughly investigating complaints;
        • Chapter - 08: Conciliation, mediation and arbitration;
        • Chapter - 09: Making improvements as a result of complaints;
        • Chapter - 10: Creating an environment that promotes high performance;
        • Chapter - 11: Complaint handling and culture change

      Recently viewed products

      © 2026 Book Curl

        • American Express
        • Apple Pay
        • Diners Club
        • Discover
        • Google Pay
        • Maestro
        • Mastercard
        • PayPal
        • Shop Pay
        • Union Pay
        • Visa

        Login

        Forgot your password?

        Don't have an account yet?
        Create account