Dealing with customer complaints:
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Aldershot
Gower
1996
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007327269&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XI, 132 S. Ill. |
| ISBN: | 0566076977 |
Internformat
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Datensatz im Suchindex
| _version_ | 1819379288950964224 |
|---|---|
| adam_text | Contents List of Figures vii
Preface ix
Acknowledgements xi
1 The culture of complaint 1
2 Why complaints handling matters 9
3 How people complain 17
4 Keep it simple, keep it quick 25
5 Fair and effective 37
6 Some practical considerations 49
7 Putting it into practice 63
8 Designing and using a complaints system 79
9 Mercury and NatWest 93
10 Westminster City Council 105
11 The future 117
Action summary 121
Sources and resources 125
Index 131
List of Figures
1.1 The rise in customer complaints 3
2.1 The monetary effect of 1 000 dissatisfied customers 11
2.2 Saving money through an effective complaints system 12
4.1 Complaints leaflets 28
6.1 If your customer says that your batteries leaked, why call
him a liar? 51
6.2 Monitoring complaints handling by the Gas Consumers
Council 58
6.3 Monitoring complaints handling by Ofwat 59
7.1 An advertisement in the telephone directory 69
7.2 Westminster Council s complaint form 73
8.1 The classic model of product improvement 89
8.2 A contemporary model of product improvement 89
8.3 The place of the complaints function in a proactive
organization 90
|
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| id | DE-604.BV010954959 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T10:03:46Z |
| institution | BVB |
| isbn | 0566076977 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-007327269 |
| oclc_num | 33819675 |
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| physical | XI, 132 S. Ill. |
| publishDate | 1996 |
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| spellingShingle | Williams, Tom Dealing with customer complaints Klachtenregelingen gtt Klantgerichtheid gtt Consumer complaints Reklamation (DE-588)4834499-0 gnd Kundenmanagement (DE-588)4236865-0 gnd |
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| title | Dealing with customer complaints |
| title_auth | Dealing with customer complaints |
| title_exact_search | Dealing with customer complaints |
| title_full | Dealing with customer complaints Tom Williams |
| title_fullStr | Dealing with customer complaints Tom Williams |
| title_full_unstemmed | Dealing with customer complaints Tom Williams |
| title_short | Dealing with customer complaints |
| title_sort | dealing with customer complaints |
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