Effective Complaint Management

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Sprache: Englisch

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Beschreibung

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.

Über den Autor

Bernd Stauss is Professor emeritus of service management at the Ingolstadt School of Management at the Catholic University of Eichstaett-Ingolstadt, Germany. He is author of numerous books and articles on service-related topics. The main focus of his research is on customer satisfaction, dissatisfaction, complaining behavior and complaint management.

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.

Zusammenfassung

Presents a unique and comprehensive complaint management concept which is used and has proven its worth in practice for many years

Illustrates the design of a target system and definition of key performance indicators for management and controlling processes

Provides numerous best-practice 'spotlights', cases and check lists

Inhaltsverzeichnis

Complaint Management in a Customer-Oriented Firm.- Complaints.- The Behavior of Dissatisfied Customers.- Principles of Complaint Management.- Strategic Planning of Complaint Management.- Complaint Stimulation.- Complaint Acceptance.- Complaint Processing.- Complaint Reaction.- Complaint Evaluation.- Complaint-Management Controlling.- Complaint Reporting.- Utilization of Complaint Information.- Human Resource Aspects of Complaint Management.- Organizational Aspects of Complaint Management.- Technological Aspects of Complaint Management.- Social Media Complaints.- Implementing Active Complaint Management.- Quick Test Complaint Management.

Details

Erscheinungsjahr:	2019
Fachbereich:	Management
Genre:	Recht , Sozialwissenschaften , Wirtschaft
Rubrik:	Recht & Wirtschaft
Medium:	Buch
Inhalt:	ix 495 S. 20 s/w Illustr. 203 farbige Illustr. 495 p. 223 illus. 203 illus. in color.
ISBN-13:	9783319987040
ISBN-10:	3319987046
Sprache:	Englisch
Herstellernummer:	978-3-319-98704-0
Einband:	Gebunden
Autor:	Seidel, Wolfgang Stauss, Bernd
Auflage:	Second Edition 2019
Hersteller:	Springer International Publishing
Verantwortliche Person für die EU:	Springer Verlag GmbH, Tiergartenstr. 17, D-69121 Heidelberg, juergen.hartmann@springer.com
Maße:	241 x 160 x 33 mm
Von/Mit:	Wolfgang Seidel (u. a.)
Erscheinungsdatum:	18.02.2019
Gewicht:	0,922 kg

Artikel-ID: 114093643