Effective Complaint Management - The Business Case for Customer Satisfaction (Hardcover, 2nd ed. 2019)

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.

General

Imprint:	Springer International Publishing AG
Country of origin:	Switzerland
Series:	Management for Professionals
Release date:	February 2019
First published:	2019
Authors:	Bernd Stauss • Wolfgang Seidel
Dimensions:	235 x 155 x 31mm (L x W x T)
Format:	Hardcover
Pages:	495
Edition:	2nd ed. 2019
ISBN-13:	978-3-319-98704-0
Languages:	English
Subtitles:	English
Categories:	Books > Business & Economics > Business & management > Business strategy Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	3-319-98704-6
Barcode:	9783319987040

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