O'Reilly logo

Complaint Management Excellence by Sarah Cook

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

01

Complaints as opportunities

Welcome to Complaint Management Excellence.

In this first chapter I set out:

•  the social, technological, political and economic factors that are changing customer expectations of the service they experience;

•  how this is impacting on customer satisfaction and the complaints customers make to organizations;

•  why complaints are important to organizations, and the risks associated with handling complaints badly;

•  why best-practice organizations view complaints as an opportunity for improvement.

The chapter ends with some questions to help you assess how well your organization views complaints as an opportunity to improve the products and services it provides to customers.

Increasing customer expectations ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required