The international version of the standard work "Complaint Management" is now available in its second edition. 

his practice- and research-based book caters to the needs of execiutive 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, negleceting professional complaint management poses a considerable threat to customer relationships, sales and profits.

The book offers a comprehensive concept, which emphjasizes 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 evaluation, controlling and reporting.

Contents

1. Complaint Management in a Customer-Oriented Firm
2. Complaints
3. The Behavior of Dissatisfied Customers
4. Principles of Complaint Management
5. Strategic Planning of Complaint Management
6. Complaint Stimulation
7. Complaint Acceptance
8. Complaint Processing
9. Complaint Reaction
10. Complaint Evaluation
11. Complaint Management Controlling
12. Complaint Reporting
13. Utilization of Complaint Information
14. Human Resource Aspects of Complaint Management
15. Organizational Aspects of Complaint Management
16. Technological Aspects of Complaint Management
17. Social Media Complaints
18. Implementing Active Complaint Management
19. Quick Test Complaint Management

Order Information

Springer Verlag

Print

ISBN: ‎978-3-319-98704-0

 Preis: 86.47 €

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