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Customer Complaints Resolution
Article Index
Customer Complaints Resolution
Expert Opinion
Survey and Research
Measure and Evaluate
Example Cases
Summary
References

References

Anonymous, (Dec 2001), UK Government: Keeping the customer happy, M2 Presswire, M2 Communications Ltd, Coventry

Anonymous, (2000a), Are companies ignoring customer complaints?, Customer Interface, Vol 13, Iss 9, p 16, Advanstar Communications, Inc, Duluth

Anonymous, (2000b), UK "could do much better" says major complaints survey, The British Journal of Administrative Management, Iss 22, p 7, , Orpington

Anonymous, (2003), Research and Markets: Effective Complaint Management Important for Customer Retention, M2 Presswire, p 1, Coventry

Bednarz, A., (2003), CRM at the outpost, Network World, Vol 20, Iss 7, p 58, Framingham

Davis, T.R.V., (1994), Benchmarks of customer satisfaction measurement: Honeywell, Toyota and Corning, Planning Review, Vol 22, No 3, pp 38-41, Strategic Leadership Forum, Chicago.

Lawrence, K. (2000), How to profit from customer complaints: Turning problems into opportunities, The Canadian Manager. Toronto: Fall 2000.Vol.25, Iss. 3; pg. 25.

Malley, J., Gooch, W. and Griffin, K., (1998), When the customer is right, Industrial Engineer, Vol 30, Iss 11, pp. 37-40, Institute of Industrial Engineers, Norcross

Michelson Jr, M.W., (1999), Turning complaints into cash, The American Salesman, Vol 44, Iss 9, pp 19-22, National Research Bureau, Burlington

Milgate, M., (1998), Profit from complaints!, Charter. Sydney: Mar 1998.Vol.69, Iss. 2; pg. 64.

Ramsey, R. D. (2003), How to handle customer complaints, The American Salesman. Burlington: Oct 2003.Vol.48, Iss. 10; pg. 15.

Ramsey, R. D. (2003), How to handle customer complaints, SuperVision. Burlington: Jan 1998.Vol.59, Iss. 1; pg. 16.

Stairs, N., (1998), Don't fear complaints, Landscape Management, Vol 37, Iss 9, p 10L, Advanstar Communications, Inc, Cleveland

Steel, P., (2001 December 19), http://www.baldrige21.com, 1988-2002 Baldrige Business Winners Profiles in Excellence, Baldrige21.

The Industrial Society, (1995, March), Managing Best Practice Report:Customer Care, The Industrial Society, London.

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