Effective Complaint Management
The Business Case for Customer Satisfaction
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Beschreibung
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.
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.
Presents a unique and comprehensive complaint management concept which is used and has proven its worth in practice for many years Illustrates the design of a target system and definition of key performance indicators for management and controlling processes Provides numerous best-practice 'spotlights', cases and check lists
Autor*in
Bernd Stauss
Themen in »Effective Complaint Management«
Complaint management in quality management Leveraging dissatisfied customers Recovering customer loyalty Complaint stimulation Complaint reception Complaint processing Complaint reaction Direct complaint management process Complaint management controlling Complaint reporting Complaint management and CRM KPIs for complaint management