| 书目名称 | Effective Complaint Management |
| 副标题 | The Business Case fo |
| 编辑 | Bernd Stauss,Wolfgang Seidel |
| 视频video | |
| 概述 | Presents a unique and comprehensive complaint management concept which is used and has proven its worth in practice for many years.Illustrates the design of a target system and definition of key perfo |
| 丛书名称 | Management for Professionals |
| 图书封面 |  |
| 描述 | .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... . |
| 出版日期 | Book 2019Latest edition |
| 关键词 | Complaint management in quality management; Leveraging dissatisfied customers; Recovering customer loy |
| 版次 | 2 |
| doi | https://doi.org/10.1007/978-3-319-98705-7 |
| isbn_ebook | 978-3-319-98705-7Series ISSN 2192-8096 Series E-ISSN 2192-810X |
| issn_series | 2192-8096 |
| copyright | Springer Nature Switzerland AG 2019 |
发表于 2025-3-21 17:48:47
