Effective Complaint Management by Bernd Stauss (Hardback Book)

Name: Effective Complaint Management by Bernd Stauss (Hardback Book)
Brand: Springer International Publishing AG

Springer International Publishing AG

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. \nThe 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,\n\nEffective Complaint Management\nThe Business Case for Customer Satisfaction\nFree UK delivery on this item.\n\nThis brand new item is available with free UK delivery using Royal Mail tracked services.;