Del i serien Management for Professionals
Effective Complaint Management
The Business Case for Customer Satisfaction
Inbunden, Engelska, 2019
1 329 kr
Beställningsvara. Skickas inom 10-15 vardagar. Fri frakt för medlemmar vid köp för minst 249 kr.
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.
Produktinformation
- Utgivningsdatum2019-02-18
- Mått155 x 235 x 31 mm
- Vikt912 g
- FormatInbunden
- SpråkEngelska
- SerieManagement for Professionals
- Antal sidor495
- Upplaga2
- FörlagSpringer International Publishing AG
- ISBN9783319987040
- OriginaltitelComplaint Management
Tillhör följande kategorier
Hoppa över listan
Du kanske också är intresserad av
Emotionspsychologie Im Krankenhaus: Ein Leitfaden Zur Überlebenskunst Für Ärzte, Pflegende Und Patienten
Wolfgang Seidel
Inbunden, 2008
489 kr