Description
Effective Complaint Management (2nd Ed., 2nd ed. 2019)
The Business Case for Customer Satisfaction
Management for Professionals Series
Authors: Stauss Bernd, Seidel Wolfgang
Language: EnglishSubject for Effective Complaint Management:
Keywords
Complaint management in quality management; Leveraging dissatisfied customers; Recovering customer loyalty; Complaint stimulation; Complaint reception; Complaint processing; Complaint reaction; Direct complaint management process; Complaint management controlling; Complaint reporting; Complaint management and CRM; KPIs for complaint management
495 p. · 15.5x23.5 cm · Hardback
Description
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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.
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.
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