Name: Effective Complaint Management: The Business Case for Customer Satisfaction (Management for Professionals) (en Inglés)
Price: 353.98 PEN
Availability: InStock
Author: Bernd Stauss; Wolfgang Seidel
ISBN: 9783319987040

portada Effective Complaint Management: The Business Case for Customer Satisfaction (Management for Professionals) (en Inglés)

Formato

Libro Físico

Editorial

Springer

Autor

Bernd Stauss; Wolfgang Seidel

Año

2019

Idioma

Inglés

N° páginas

495

Encuadernación

Tapa Dura

ISBN13

9783319987040

N° edición

Categorías

Atención al cliente

Effective Complaint Management: The Business Case for Customer Satisfaction (Management for Professionals) (en Inglés)

Bernd Stauss; Wolfgang Seidel (Autor) · Springer · Tapa Dura

Libro Nuevo

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S/ 707,95

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Origen: España (Costos de importación incluídos en el precio)

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Reseña del libro "Effective Complaint Management: The Business Case for Customer Satisfaction (Management for Professionals) (en Inglés)"

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.