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 Tue 23 Dec 2025.

A Paperback / softback by Sarah Cook

15 in stock


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

    Publisher: Kogan Page Ltd
    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

    © 2025 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