Stauss, BerndSeidel, Wolfgang
American Marketing Association (Mason, Ohio, 2004) (eng) English0324202644; 9780324202649UnknownUnknownCUSTOMER RELATIONS-MANAGEMENT; Unknown"Dr. Bernd Stauss and Wolfgang Seidel have built a process to not just manage complaints, but also to encourage them. Complaint Management offers a process for receiving and handling complaints efficiently. More importantly, it offers a model to help you analyze complaints: is it a complaint or merely grousing? Are the costs too high to satisfy the customer? Complaint Management includes everything from establishing a complaint resolution process to receiving a complaint, processing the complaint, solving the complaint, and finally an analysis tool for identifying problem areas for your product or service. A checklist that appears at the end of the book serves as a great auditing tool."--Jacket.
Physical dimension
x, 310 p.24 cm.ill.
Summary / review / table of contents
1. Complaint management in a customer-oriented firm --
2. Complaints --
3. The behavior of dissatisfied customers --
4. Principles of complaint management --
5. Complaint stimulation --
6. Complaint acceptance --
7. Complaint processing --
8. Complaint reaction --
9. Complaint analysis --
10. Complaint-management controlling --
11. Complaint reporting --
12. Utilization of complaint information --
13. Human resource aspects of complaint management --
14. Organizational aspects of complaint management --
15. Technological aspects of complaint management --
16. Complaint-management checklist.