Wolfgang Seidel - Effective Complaint Management : The Business Case f

New Store Stock
About this Item

The item is a book Hardback
The Author Name is Wolfgang Seidel
The Title is Effective Complaint Management : The Business Case for Customer Satisfaction

Condition New

Other Comments
New Store Stock
Content Language - English
Category - BUSINESS & ECONOMICS / Customer Relations
BUSINESS & ECONOMICS / Management


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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Location ID 245z

iHaveit SKU ID 174086572