Click Here to Download: https://ouo.io/9tL8MS Effective Complaint Management The Business Case for Customer Satisfaction By: Bernd Stauss; Wolfgang Seidel Publisher: Springer Print ISBN: 9783319987040, 3319987046 eText ISBN: 9783319987057, 3319987054 Edition: 2nd Copyright year: 2019 Format: EPUB Available from $ 89.00 USD SKU 9783319987057 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.
