by Bernd Stauss (Author), Bernd Stauss (Author), Wolfgang Seidel (Author)
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.
Format: Hardcover
Pages: 504
Edition: 2nd ed. 2019
Publisher: Springer
Published: 18 Feb 2019
ISBN 10: 3319987046
ISBN 13: 9783319987040
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.