Description

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.




Effective Complaint Management: The Business Case for Customer Satisfaction

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£79.99

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Hardback by Bernd Stauss , Wolfgang Seidel

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Short Description:

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal.... Read more

    Publisher: Springer International Publishing AG
    Publication Date: 18/02/2019
    ISBN13: 9783319987040, 978-3319987040
    ISBN10: 3319987046

    Number of Pages: 495

    Non Fiction , Business, Finance & Law

    Description

    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.




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