Complaint Management : The Business Case for Customer Satisfaction
Language: English
Published by Springer, 2019
- Hardcover
- Used
Seller: GreatBookPricesUK, Woodford Green, United KingdomGreatBookPricesUK
AbeBooks seller since January 28, 2020
Condition: Used - As new
US$ 107.26
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- Title
- Complaint Management : The Business Case for Customer Satisfaction
- Author
- Stauss, Bernd; Seidel, Wolfgang
- Publisher
- Springer
- Publication year
- 2019
- Condition
- As New
- Binding
- Hardcover
- Language
- English
- ISBN 10
- 3319987046
- ISBN 13
- 9783319987040
- Edition
- 2nd Edition
- Series
- Book 180 of 339: Management for Professionals
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.
"Synopsis" may belong to another edition of this title.
About the Author
Wolfgang Seidel is founder and head of 'servmark', a consulting company focusing on the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Furthermore, Wolfgang Seidel is a frequent speaker at major conferences on complaint management and customer relationship management.
"About the title" may belong to another edition of this title.
GreatBookPricesUK
Woodford Green, United Kingdom
AbeBooks seller since January 28, 2020
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