Description
| Product ID: | 9783319987040 |
| Product Form: | Hardback |
| Country of Manufacture: | CH |
| Series: | Management for Professionals |
| Title: | Effective Complaint Management |
| Subtitle: | The Business Case for Customer Satisfaction |
| Authors: | Author: Bernd Stauss, Wolfgang Seidel |
| Page Count: | 495 |
| Subjects: | Business strategy, Business strategy, Customer services, Customer services |
| Description: | 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. 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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| Imprint Name: | Springer International Publishing AG |
| Publisher Name: | Springer International Publishing AG |
| Country of Publication: | GB |
| Publishing Date: | 2019-02-18 |
