| Description |
x, 310 pages : illustrations ; 24 cm |
| 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 |
| Summary |
"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 |
| Notes |
"American Marketing Association." |
| Bibliography |
Includes bibliographical references (pages 298-303) and index |
| Subject |
Consumer complaints.
|
|
Customer relations -- Management.
|
| Author |
Seidel, Wolfgang, 1935-
|
| LC no. |
2004022189 |
| ISBN |
0324202644 |
|
9780324202649 |
|
