Management for Professionals Effective Complaint Management The Business Case for Customer Satisfaction 2nd edition by Bernd Stauss, Wolfgang Seidel ISBN 3319987046‎ 978-3319987040

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Product details:

ISBN 10: 3319987046‎ 
ISBN 13: ‎ 978-3319987040
Author: Bernd Stauss, Wolfgang Seide

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.

Management for Professionals Effective Complaint Management The Business Case for Customer Satisfaction 2nd  Table of contents:

1. Complaint Management in a Customer-Oriented Firm

2. Complaints

3. The Behavior of Dissatisfied Customers

4. Principles of Complaint Management

5. Strategic Planning of Complaint Management

6. Complaint Stimulation

7. Complaint Acceptance

8. Complaint Processing

9. Complaint Reaction

10. Complaint Evaluation

11. Complaint-Management Controlling

12. Complaint Reporting

13. Utilization of Complaint Information

14. Human Resource Aspects of Complaint Management

15. Organizational Aspects of Complaint Management

16. Technological Aspects of Complaint Management

17. Social Media Complaints

18. Implementing Active Complaint Management

19. Quick Test Complaint Management

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