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Effective Complaint Management
- The Business Case for Customer Satisfaction
Engelsk
Bogcover for Effective Complaint Management af Bernd Stauss, Wolfgang Seidel, 9783319987040
Specifikationer
Sprog:
Engelsk
Sider:
495
ISBN-13:
9783319987040
Indbinding:
Hardback
ISBN-10:
3319987046
Kategori:
Udg. Dato:
18 feb 2019
Størrelse i cm:
16,6 x 24,2 x 3,1
Oplagsdato:
18 feb 2019
Forfatter(e):

Effective Complaint Management

- The Business Case for Customer Satisfaction
Engelsk
Hardback 2019
Format:

Bog beskrivelse

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.


 



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Specifikationer
Sprog:
Engelsk
Sider:
495
ISBN-13:
9783319987040
Indbinding:
Hardback
ISBN-10:
3319987046
Kategori:
Udg. Dato:
18 feb 2019
Størrelse i cm:
16,6 x 24,2 x 3,1
Oplagsdato:
18 feb 2019
Forfatter(e):
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