Effective Complaint Management

Name: Effective Complaint Management
Brand: Springer Nature
SKU: 9783319987040
Availability: InStock

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Product Details

Brand

Springer Nature

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N/A

Part Number

GTIN

9783319987040

Condition

New

Product Description

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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