Complaint Management

The Heart of CRM

Bernd Stauss, Wolfgang Seidel

310 pages, parution le 14/04/2005

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Résumé

Every company strives for increasing customer satisfaction and loyalty. But, without effective complaint management, it's only a matter of time before the seemingly sweet company-client relationship may turn sour. Drawing from their extensive experience in customer service, Stauss and Seidel deliver thorough coverage of complaint management, from helping readers understand why customers complain to illustrating how to handle customer complaints to effectively measuring and analyzing complaints.

Sommaire

Complaint Management in a Customer-Oriented Firm
Complaints
The Behavior of Dissatisfied Customers
Principles of Complaint Management
Complaint Stimulation
Complaint Acceptance
Complaint Processing
Complaint Reaction
Complaint Analysis
Complaint-Management Controlling
Complaint Reporting
Utilization of Complaint Information
Human Resource Aspects of Complaints Management
Organizational Aspects of Complaint Management
Technological Aspects of Complaint Management
Complaint-Management Checklist
Bibliography
Index

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Thomson
Auteur(s)	Bernd Stauss, Wolfgang Seidel
Parution	14/04/2005
Nb. de pages	310
Format	16 x 23,5
Couverture	Relié
Poids	593g
Intérieur	Noir et Blanc
EAN13	9780324202649
ISBN13	978-0-324-20264-9