TY  - BOOK
AU  - Cook, Sarah
TI  - Complaint management excellence : creating customer loyalty through service recovery
SN  - 9780749465308
U1  - 658.812 
PY  - 2012///
CY  - New Delhi: 
PB  - Kogan Page India Pvt. Ltd.
KW  - communication styles
KW  - conciliation
KW  - consumer complaints
KW  - customer loyalty
KW  - customer management strategy
KW  - customer services
KW  - dissatisfied customers
KW  - mediation and arbitration
ER  -