Effective Complaint Management: The Business Case for Customer Satisfaction

This book is for executive managers who want to improve customer satisfaction by preventing the loss of dissatisfied customers. It offers a comprehensive management concept that emphasizes direct contact with the complainant, using complaint stimulation, acceptance, processing, and reaction, and using complaint information to achieve quality improvements and cost reductions.

\n Format: Hardback
\n Length: 495 pages
\n Publication date: 18 February 2019
\n Publisher: Springer International Publishing AG
\n

This comprehensive and research-based book is specifically tailored to meet the needs of executive managers who prioritize customer satisfaction as their top priority. Recognizing the critical importance of effective complaint management, the authors delve into the necessity of developing a robust strategy to prevent the loss of dissatisfied customers. It is well-established that dissatisfied customers are prone to seeking alternatives, which poses a significant threat to customer relationships, sales, and profits. Consequently, neglecting professional complaint management is a substantial risk that cannot be overlooked.

The book provides a comprehensive management framework that emphasizes direct engagement with the complainant through various techniques, including complaint stimulation, acceptance, processing, and reaction. Furthermore, it delves into the intricate 'backstage tasks' involved in utilizing complaint information to drive quality improvements and cost reductions through complaint analysis, control, and reporting. By adopting this approach, organizations can enhance their customer service, foster customer loyalty, and ultimately achieve sustainable growth and success in the competitive marketplace.

\n Weight: 912g\n
Dimension: 166 x 242 x 31 (mm)\n
ISBN-13: 9783319987040\n
Edition number: 2nd ed. 2019\n