Effective Complaint Management The Business Case for Customer Satisfaction /

• Main Authors: Stauss, Bernd (Author, http://id.loc.gov/vocabulary/relators/aut), Seidel, Wolfgang (http://id.loc.gov/vocabulary/relators/aut)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Springer, 2019.
• Edition: 2nd ed. 2019.
• Series: Management for Professionals,
• Subjects: Customer relations-Management.; Call centers.; Leadership.; Customer Relationship Management.; Call Center/Customer Service.; Business Strategy/Leadership.

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 m...

Table of Contents:

• 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.