Complaint management : the heart of CRM

Author

• Stauss, Bernd

Additional Author(s)

• Seidel, Wolfgang

Publisher

Mason, Ohio: American Marketing Association, 2004

Language

English

ISBN

0324202644; 9780324202649

Series

Subject(s)

• CONSUMER COMPLAINS
• CUSTOMER RELATIONS-MANAGEMENT

Notes

. Includes bibliographical references (p. 298 - 303). Includes index (p. 304 - 310)

Abstract

"Dr. Bernd Stauss and Wolfgang Seidel have built a process to not just manage complaints, but also to encourage them. Complaint Management offers a process for receiving and handling complaints efficiently. More importantly, it offers a model to help you analyze complaints: is it a complaint or merely grousing? Are the costs too high to satisfy the customer? Complaint Management includes everything from establishing a complaint resolution process to receiving a complaint, processing the complaint, solving the complaint, and finally an analysis tool for identifying problem areas for your product or service. A checklist that appears at the end of the book serves as a great auditing tool."--Jacket.

Physical Dimension

Number of Page(s)

x, 310 p.

Dimension

24 cm.

Other Desc.

ill.

Summary / Review / Table of Content

1. Complaint management in a customer-oriented firm --
2. Complaints --
3. The behavior of dissatisfied customers --
4. Principles of complaint management --
5. Complaint stimulation --
6. Complaint acceptance --
7. Complaint processing --
8. Complaint reaction --
9. Complaint analysis --
10. Complaint-management controlling --
11. Complaint reporting --
12. Utilization of complaint information --
13. Human resource aspects of complaint management --
14. Organizational aspects of complaint management --
15. Technological aspects of complaint management --
16. Complaint-management checklist.

Exemplar(s)

#	Accession No.	Call Number	Location	Status
1.	03785/06	- 658.812 Sta C	Library - 7th Floor	Available
2.	02456/08	- 658.812 Sta C	Library - 7th Floor	Unavailable : Lost
3.	02210/16	- 658.812 Sta C	Library - 7th Floor	Available