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Complaint Management Excellence by Sarah Cook

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11

Complaint handling and culture change

Complaint handling is only one aspect of the customer journey, yet as we have seen it is a critical one. Complaint handling is a very good indicator of the culture of an organization as it demonstrates to what extent organizations are treating customers fairly. In this last chapter I look at the characteristics of excellent service organizations and I share best practice in terms of complaint management. I hope that the examples will inspire you!

Customer service and culture change

A recent study undertaken by the Institute of Customer Service found that those organizations with an excellent reputation in their customers’ eyes had a 72 per cent higher level of profit per employee on a like-for-like basis ...

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