Titlebook: Effective Complaint Management; The Business Case fo Bernd Stauss,Wolfgang Seidel Book 2019Latest edition Springer Nature Switzerland AG 20

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Complaint-Management Controlling,termines the extent to which customer dissatisfaction is expressed in complaints. It reveals the extent of non-articulated (“unvoiced”) and non-registered (“hidden”) complaints, and thus makes the real size of the ‘annoyance iceberg’ visible..The focus of task controlling is the specification and mo

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Hypopnea

Technological Aspects of Complaint Management,of a software solution is required, the decision on whether to use a special complaint-management software or an integrated CRM solution, core functionalities of complaint-management software systems and the integration of Internet, intranet and e-mail communication..The use of complaint management

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Social Media Complaints,rdingly, social media complaints have a strong impact on the attitudes and behavior of other customers, as well as on corporate image and brand value..With regard to complaint management, the abundance of different forms of social media can be differentiated on the basis of two aspects: (1) whether

Adjourn

Implementing Active Complaint Management,o accomplish this goal, a series of measures must be realized in phases. Moreover, significant barriers to implementation must be overcome, so that a successful introduction is guaranteed..Five phases of the implementation process should be distinguished: (1) The decision phase—preparation of the to

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https://doi.org/10.1007/978-3-642-51162-2espond to reality. Therefore, particularly widespread prejudices are discussed critically. It will be shown that having a small number of complaints is not a meaningful indicator of customer satisfaction, and that complaints by no means impose only costs but also offer opportunities for revenues and profits.

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