Effective Complaint Management: The Business Case for Customer Satisfaction
Bernd Stauss, Wolfgang Seidel
Informasi Umum
Kode
20.21.1694
Klasifikasi
658.812 - Customer relationships, Claims, Complaints, Returns, Servicing of products
Jenis
Buku - Elektronik (E-Book)
Subjek
Customer Relation Management
No. Rak
Dilihat
346 kali
Informasi Lainnya
Abstraksi
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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Koleksi & Sirkulasi
Tersedia 1 dari total 1 Koleksi
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Pengarang
| Nama | Bernd Stauss, Wolfgang Seidel |
| Jenis | Perorangan |
| Penyunting | |
| Penerjemah |
Penerbit
| Nama | Springer |
| Kota | New York |
| Tahun | 2019 |
Sirkulasi
| Harga sewa | IDR 0,00 |
| Denda harian | IDR 0,00 |
| Jenis | Non-Sirkulasi |
