Complaint Management Excellence
Creating Customer Loyalty through Service Recovery
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Recommendation
Many companies minimize or even ignore customer complaints. As customer service consultant Sarah Cook explains, such a policy is always counterproductive. Complaints can guide astute businesses to improve their products and services and their relationships with their clients. Cook’s insightful manual teaches firms how to turn objections into opportunities to win customer loyalty. In Cook’s view, every complaint your organization handles well converts an unhappy buyer into a happy one, secures future loyalty and leads your company to the root causes of its problems. 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. getAbstract recommends Cook’s advice to customer service professionals and to managers looking to improve responsiveness to consumers and, thus, their profits.
Take-Aways
About the Author
Sarah Cook is managing director of The Stairway Consultancy Ltd., a British firm that designs and delivers customized learning and development programs.
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