Cook, Sarah <br/><br/>
Complaint management excellence : creating customer loyalty through service recovery 
by Sarah Cook 
 - New Delhi:   Kogan Page India Pvt. Ltd.  2012 
 - xiii, 192p., app., ref., ind.  23 cm x 16 cm 
<br/><br/><label>ISBN: </label>9780749465308 
<br/><br/><label>Subjects--Topical Terms: </label><br/>communication styles<br/>conciliation<br/>consumer complaints<br/>customer loyalty<br/>customer management strategy<br/>customer services<br/>dissatisfied customers<br/>mediation and arbitration
<br/><br/><label>Dewey Class. No.: </label>658.812  / COO