Effective Complaint Management

The Business Case for Customer Satisfaction

Business & Finance, Marketing & Sales, Customer Service, Management & Leadership, Management
Cover of the book Effective Complaint Management by Bernd Stauss, Wolfgang Seidel, Springer International Publishing
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Author: Bernd Stauss, Wolfgang Seidel ISBN: 9783319987057
Publisher: Springer International Publishing Publication: January 31, 2019
Imprint: Springer Language: English
Author: Bernd Stauss, Wolfgang Seidel
ISBN: 9783319987057
Publisher: Springer International Publishing
Publication: January 31, 2019
Imprint: Springer
Language: English

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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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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