Complaint Management Excellence: Creating Customer Loyalty through Service Recovery
Professionals involved in customer service; customer facing departments who field initial customer calls; senior managers who are looking to enhance their customer service credentials."Cook's insightful manual teaches firms how to turn objections into opportunities to win customer loyalty. …Although much of Cook's advice already is - or should be - second nature at most successful service organizations, her manual is a timely reminder that in difficult economic times the customer rules.getAbstractrecommends Cook's advice to customer service professionals and to managers looking to improve responsiveness to consumers and, thus, their profits."--getAbstract