In: Marketing

Complaint Management

Accept complaints and be grateful.

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Summaries

8 Book

Hug Your Haters

How to Embrace Complaints and Keep Your Customers
Jay Baer
Portfolio, 2016
7 Book

Complaint Management Excellence

Creating Customer Loyalty through Service Recovery
Sarah Cook
Kogan Page, 2012
8 Book

The Satisfied Customer

Winners and Losers in the Battle for Buyer Preference
Claes Fornell
Palgrave Macmillan, 2007
7 Book
Shaun Belding
Kogan Page, 2005
8 Book

Complaint Management

The Heart of CRM
Wolfgang Seidel and Bernd Stauss
Thomson South-Western, 2005

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