Complaint Management Excellence: Creating Customer Loyalty through Service Recovery 1st Edition, Kindle Edition

Considering I couldn't find too many books on this subject I found it very useful. It is comprehensive and covers aspects from standard complaints handling to those reaching a mediation stage. An easy read also, me being a Romanian.

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.

It was the mention of case studies that convinced me to get this book - as I was quite interested in seeing how a variety of companies dealt with their complaint handling. However I was disappointed with the level of detail - I found the book very high level, with many case studies only 2-4 lines long and read more like personal anecdotes (many of them are personal stories of the author rather than studies on particular companies.)I don't mean to diminish the author at all - I am sure she is very accomplished and if the book were priced at 7 pounds or so it might make sense. However this was 19 pounds and I didn't learn anything I couldn't have got from having a casual conversation with a friend or neighbour. It is more common sense stuff rather than ground breaking insight - if you get the book for purposes of helping to redefine a company complaints system you may be disappointed.