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.