Summary of Complaint Management Excellence

Creating Customer Loyalty through Service Recovery

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Complaint Management Excellence book summary
Companies should welcome complaints.


7 Overall

9 Applicability

5 Innovation

7 Style


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.

In this summary, you will learn

  • Why dealing quickly with customer complaints is important
  • How handling grievances well builds customer loyalty
  • How to address criticism effectively
  • How to learn from complaints


Welcome Complaints
As consumers become more sophisticated, they become more demanding. People want great service and are not reluctant to protest, often vociferously, when they do not get what they expect. With the Internet’s multiple, accessible, interactive communication channels, especially...
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About the Author

Sarah Cook is managing director of The Stairway Consultancy Ltd., a British firm that designs and delivers customized learning and development programs.

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