Effective Complaint Management : The Business Case for Customer Satisfaction Hardback
by Bernd Stauss, Wolfgang Seidel
Part of the Management for Professionals series
Hardback
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Description
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.
Information
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In Stock - low on stock, only 1 copy remainingFree UK DeliveryEstimated delivery 2-3 working days
- Format:Hardback
- Pages:495 pages, 203 Illustrations, color; 20 Illustrations, black and white; IX, 495 p. 223 illus., 203 i
- Publisher:Springer International Publishing AG
- Publication Date:18/02/2019
- Category:
- ISBN:9783319987040
Other Formats
- EPUB from £67.58
Information
-
In Stock - low on stock, only 1 copy remainingFree UK DeliveryEstimated delivery 2-3 working days
- Format:Hardback
- Pages:495 pages, 203 Illustrations, color; 20 Illustrations, black and white; IX, 495 p. 223 illus., 203 i
- Publisher:Springer International Publishing AG
- Publication Date:18/02/2019
- Category:
- ISBN:9783319987040
