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Complaint Management and Channel Choice

An Analysis of Customer Perceptions

by Stefan Garding, Andrea Bruns ...

Series series Business and Management (R0)
This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each ... Read more

$49.49 USD

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each
... Read more

Looptail

How One Company Changed the World by Reinventing Business

by Bruce Poon Tip ...

This book combines an extraordinary first-person account of an entrepreneurial instinct to start and develop a highly-successful international travel adventure company and reveals unusual management secrets that not only keep employees fully engaged but also keep customers extremely happy.After being fired from McDonald's as a teenager, Poon Tip decided that if he wanted to be successful in life, ... Read more

$14.99 USD

Also available as: Audiobook

This book combines an extraordinary first-person account of an entrepreneurial instinct to start and develop a highly-successful international travel adventure company and reveals unusual management secrets that not only keep employees fully engaged but also keep customers extremely happy.After being fired from McDonald's as a teenager, Poon Tip decided that if he wanted to be successful in life,
... Read more

Also available as: Audiobook
Call Centers For Dummies

by Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson ...

Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses ... Read more

$17.00 USD

Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses
... Read more
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

by Hyken,Shep ...

Customer service isnt a departmentits a philosophy that includes every person and aspect of the best and brightest companies. In a tough competitive and price-sensitive economy customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer Shep Hyken delivers seven powerful strategies that any ... Read more

$8.69 USD or Free with Kobo Plus

Customer service isnt a departmentits a philosophy that includes every person and aspect of the best and brightest companies. In a tough competitive and price-sensitive economy customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer Shep Hyken delivers seven powerful strategies that any
... Read more
Wal-Mart: The Bully of Bentonville

How the High Cost of Everyday Low Prices is Hurting America

by Anthony Bianco ...

The largest company in the world by far, Wal-Mart takes in revenues in excess of $280 billion, employs 1.4 million American workers, and controls a large share of the business done by almost every U.S. consumer-product company. More than 138 million shoppers visit one of its 5,300 stores each week. But Wal-Mart’s “everyday low prices” come at a tremendous cost to workers, suppliers, competitors, ... Read more

$4.99 USD

The largest company in the world by far, Wal-Mart takes in revenues in excess of $280 billion, employs 1.4 million American workers, and controls a large share of the business done by almost every U.S. consumer-product company. More than 138 million shoppers visit one of its 5,300 stores each week. But Wal-Mart’s “everyday low prices” come at a tremendous cost to workers, suppliers, competitors,
... Read more
A Joosr Guide to... The Challenger Sale by Matthew Dixon and Brent Adamson: How to Take Control of the Customer Conversation

by Joosr ...

In today's fast-paced world, it's tough to find the time to read. But with Joosr guides, you can get the key insights from bestselling non-fiction titles in less than 20 minutes. Whether you want to gain knowledge on the go or find the books you'll love, Joosr's brief and accessible eBook summaries fit into your life. Find out more at joosr.com.Although traditional approaches to sales suggest that ... Read more

$2.99 USD or Free with Kobo Plus

In today's fast-paced world, it's tough to find the time to read. But with Joosr guides, you can get the key insights from bestselling non-fiction titles in less than 20 minutes. Whether you want to gain knowledge on the go or find the books you'll love, Joosr's brief and accessible eBook summaries fit into your life. Find out more at joosr.com.Although traditional approaches to sales suggest that
... Read more
Treat Your Customers

Thirty Lessons on Service and Sales That I Learned at My Family's Dairy Queen Store

by Bob Miglani ...

A successful Fortune 500 corporate executive shares the secrets of great customer service that he learned from working at his family's Dairy Queen(R) storeCustomer service is the cornerstone of every successful business, and in Treat Your Customers, corporate businessman Bob Miglani reveals winning strategies for sales and service using anecdotes and analogies from his experiences working at his ... Read more

$9.99 USD

A successful Fortune 500 corporate executive shares the secrets of great customer service that he learned from working at his family's Dairy Queen(R) storeCustomer service is the cornerstone of every successful business, and in Treat Your Customers, corporate businessman Bob Miglani reveals winning strategies for sales and service using anecdotes and analogies from his experiences working at his
... Read more
Finding the Sticking Point

Increase Sales by Transforming Customer Resistance into Customer Engagement

by Brady G. Wilson ...

This brief, incisive, and entertaining book will take you to that place where sales are made with energy and flow. Finding the Sticking Point shows you how to converse with your customers in ways that help you:Find the point of resistance to a saleDetect its connection of this point of resistance to your cutomer's emotional needs and energizersBuild a relationship based on trustIncrease your sales ... Read more

$8.69 USD or Free with Kobo Plus

This brief, incisive, and entertaining book will take you to that place where sales are made with energy and flow. Finding the Sticking Point shows you how to converse with your customers in ways that help you:Find the point of resistance to a saleDetect its connection of this point of resistance to your cutomer's emotional needs and energizersBuild a relationship based on trustIncrease your sales
... Read more
How to Win Campaigns

Communications for Change

by Chris Rose ...

How to Win Campaigns is a practical guide for creating and running successful campaigns. Written for the new campaigner and the experienced communicator alike, it explores what works (and what doesn't) and shows how to use principles and strategy in campaigning as a new form of public politics. Applicable to any issue and from any point of view, the book's key steps and tools provide models of ... Read more

$52.99 USD

How to Win Campaigns is a practical guide for creating and running successful campaigns. Written for the new campaigner and the experienced communicator alike, it explores what works (and what doesn't) and shows how to use principles and strategy in campaigning as a new form of public politics. Applicable to any issue and from any point of view, the book's key steps and tools provide models of
... Read more
Rethinking Utility Customer Care

Satisfying Your Always-Connected, Always-On Customers

by Todd W. Arnold ...

Is your customer care ready for our connected world? Ubiquitous digital communication has created a customer that's always connected, always on. Utilities are adopting digital communication to connect to the grid, the meter, and the customer. Rethinking Utility Customer Care examines the convergence of these two trends-the "smart customer" with smart energy-revealing the implications, challenges, ... Read more

$31.49 USD

Is your customer care ready for our connected world? Ubiquitous digital communication has created a customer that's always connected, always on. Utilities are adopting digital communication to connect to the grid, the meter, and the customer. Rethinking Utility Customer Care examines the convergence of these two trends-the "smart customer" with smart energy-revealing the implications, challenges,
... Read more
Fifty Shades of Great Customer Service

by Catherine DeVrye ...

Let’s face it…customer service isn’t sexiest subject and Catherine DeVrye, author of the #1 best seller ‘Good Service is Good Business’, admits her latest title may be regarded as flippant, politically incorrect or potentially dent her reputation as a respectable business author. However, she’s willing to take that risk in order to share her passion for customer service with the widest possible ... Read more

$2.99 USD

Let’s face it…customer service isn’t sexiest subject and Catherine DeVrye, author of the #1 best seller ‘Good Service is Good Business’, admits her latest title may be regarded as flippant, politically incorrect or potentially dent her reputation as a respectable business author. However, she’s willing to take that risk in order to share her passion for customer service with the widest possible
... Read more
Customer Service... and Beyond

It is All About the Wow!

by Dawn Mushill ...

In a nation where price alone once dictated consumer decision, a bruised economy and resulting surge of fierce competition have the focus from cost to service. As the humanizing of the customer encounter glides into the spotlight, it's a new dance. Unfortunately, not everyone knows the steps...and some of us are clumsy. Dawn Mushill has chosen the perfect background music to teach us the moves in ... Read more

$6.99 USD or Free with Kobo Plus

In a nation where price alone once dictated consumer decision, a bruised economy and resulting surge of fierce competition have the focus from cost to service. As the humanizing of the customer encounter glides into the spotlight, it's a new dance. Unfortunately, not everyone knows the steps...and some of us are clumsy. Dawn Mushill has chosen the perfect background music to teach us the moves in
... Read more

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Top Series in United States

Business and Management (R0)

Complaint Management and Channel Choice

People who read this also enjoyed

Looptail

Call Centers For Dummies

The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

Wal-Mart: The Bully of Bentonville

A Joosr Guide to... The Challenger Sale by Matthew Dixon and Brent Adamson: How to Take Control of the Customer Conversation

Treat Your Customers

Finding the Sticking Point

How to Win Campaigns

Rethinking Utility Customer Care

Fifty Shades of Great Customer Service

Customer Service... and Beyond

eReaders

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Your Shopping Cart is empty

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Business and Management (R0)

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