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Complaint Management Excellence by Sarah Cook

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04

Customer-management strategy and its implementation

Managers have a key role to play in setting the climate and culture around complaint handling in their organizations.

In this chapter I outline the need for a clear organizational strategy in relation to complaints. I also look at some of the ‘harder’ elements that are needed for effective complaint management, such as a clearly communicated policy, customer-focused processes and procedures and an effective system for recording and tracking complaints.

I also look at the ‘softer’ elements of the strategy including recruitment and retention of complaint handlers and the issue of empowerment and measurement.

Setting a strategy for your complaint management

If you are intending to set up or ...

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