cam a22 2 4500 555293734 CHVBK 20201114073644.0 cr nn|008mamaa 190131s2019 xx ||||-s---- 0 0|eng-d 978-3-319-98705-7 ebook 10.1007/978-3-319-98705-7 doi (OCoLC)1085407441 (IDSSG)001032354 Springer ger SzZuIDS HSG HF5415.5-HF5415.53 658.812 23 DEAGI0388A5BDB69E1926C1258396005E4966 iCapture Stauss Bernd Verfasser aut http://id aut Effective Complaint Management The Business Case for Customer Satisfaction by Bernd Stauss, Wolfgang Seidel 2nd ed. 2019 Cham Springer International Publishing 2019 1 Online-Ressource (IX, 495 S. 223 illus., 203 illus. in color.) Text txt rdacontent/ger Computermedien c rdamedia/ger Online-Ressource cr rdacarrier/ger text file PDF rda Management for Professionals 2192-8096 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. . Customer relations-Management Call centers Leadership Seidel Wolfgang Verfasser aut http://id aut Printed edition 9783319987064 https://doi.org/10.1007/978-3-319-98705-7 Full text for the University of St. Gallen BK020053 XK020053 XK020000 noalma ids I IDSSG HSG HSG ONL HONL001032354 IDSSG 100 1- Stauss Bernd Verfasser aut http://id aut IDSSG 490 1- Management for Professionals 2192-8096 IDSSG 700 1- Seidel Wolfgang Verfasser aut http://id aut IDSSG 776 08 Printed edition 9783319987064 IDSSG 856 40 https://doi.org/10.1007/978-3-319-98705-7 Full text for the University of St. Gallen SWISSBIB 555293734