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  3. Effective Complaint Management: The Business Case for Customer Satisfaction, 2nd edition

Effective Complaint Management: The Business Case for Customer Satisfaction, 2nd edition

Posted By: roxul
Date: 12 Feb 2019 22:30:55
Effective Complaint Management: The Business Case for Customer Satisfaction, 2nd edition

Bernd Stauss and Wolfgang Seidel, "Effective Complaint Management: The Business Case for Customer Satisfaction, 2nd edition"
English | ISBN: 3319987046 | 2019 | 508 pages | PDF | 110 MB

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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