Effective Complaint Management: The Business Case for Customer Satisfaction

Bernd Stauss, Wolfgang Seidel

Informasi Dasar

20.21.1694
658.812
Buku - Elektronik (E-Book)

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.

Subjek

CUSTOMER RELATION MANAGEMENT
 

Katalog

Effective Complaint Management: The Business Case for Customer Satisfaction
978-3319987040
497p.: pdf file.; 21 MB
English

Sirkulasi

Rp. 0
Rp. 0
Tidak

Pengarang

Bernd Stauss, Wolfgang Seidel
Perorangan
 
 

Penerbit

Springer
New York
2019

Koleksi

Kompetensi

  • KBI2K3 - MODEL BISNIS

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