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Effective Complaint Management

The Business Case for Customer Satisfaction

Bernd Stauß author Wolfgang Seidel author

Format:Hardback

Publisher:Springer International Publishing AG

Published:18th Feb '19

Should be back in stock very soon

Effective Complaint Management cover

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits.

The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.


 


ISBN: 9783319987040

Dimensions: unknown

Weight: unknown

495 pages

2nd ed. 2019