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Effective Complaint Management

- The Business Case for Customer Satisfaction
Af: Bernd Stauss, Wolfgang Seidel Engelsk Hardback

Effective Complaint Management

- The Business Case for Customer Satisfaction
Af: Bernd Stauss, Wolfgang Seidel Engelsk Hardback
Tjek vores konkurrenters priser

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.


 



Tjek vores konkurrenters priser
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kr 811
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Tjek vores konkurrenters priser

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.


 



Produktdetaljer
Sprog: Engelsk
Sider: 495
ISBN-13: 9783319987040
Indbinding: Hardback
Udgave:
ISBN-10: 3319987046
Kategori: Kundeservice
Udg. Dato: 18 feb 2019
Længde: 31mm
Bredde: 242mm
Højde: 166mm
Forlag: Springer International Publishing AG
Oplagsdato: 18 feb 2019
Forfatter(e): Bernd Stauss, Wolfgang Seidel
Forfatter(e) Bernd Stauss, Wolfgang Seidel


Kategori Kundeservice


ISBN-13 9783319987040


Sprog Engelsk


Indbinding Hardback


Sider 495


Udgave


Længde 31mm


Bredde 242mm


Højde 166mm


Udg. Dato 18 feb 2019


Oplagsdato 18 feb 2019


Forlag Springer International Publishing AG

Kategori sammenhænge