Complaint Management: The Heart of CRM
Every company strives for increasing customer satisfaction and loyalty. But, without effective complaint management, it's only a matter of time before the seemingly sweet company-client relationship may turn sour. Drawing from their extensive experience in customer service, Stauss and Seidel deliver thorough coverage of complaint management, from helping readers understand why customers complain to illustrating how to handle customer complaints to effectively measuring and analyzing complaints.
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Stauss (services management, Ingolstadt School of Management) and Seidel, a consultant in complaint management, outline a process for receiving and handling complaints more efficiently. They show how to establish a complaint resolution process and how to analyze and solve complaints, and provide an analysis tool for identifying problem areas for a product or service. There is also information on organizational, technological, and human resources aspects of complaint management. Numerous checklists and tables are included. Annotation ©2004 Book News, Inc., Portland, OR
1Complaint management in a customer-oriented firm12Complaints163The behavior of dissatisfied customers214Principles of complaint management305Complaint stimulation366Complaint acceptance537Complaint processing738Complaint reaction929Complaint analysis11810Complaint-management controlling13811Complaint reporting20312Utilization of complaint information21613Human resource aspects of complaint management22814Organizational aspects of complaint management24915Technological aspects of complaint management27516Complaint-management checklist291
