Complaint Management: The Heart of CRM

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Complaint Management: The Heart of CRM

Format:  Hardcover,

310 pages

Edition: 2004

Publisher: Cengage Learning College

Publish Date: Nov 2004

ISBN-13: 9780324202649

ISBN-10: 0324202644

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Book Information

The following content was provided by the publisher.
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.

Specifications

Publisher: Cengage Learning College
Publish Date: Nov 2004
ISBN-13: 9780324202649
ISBN-10: 0324202644
Format: Hardcover
Number of Pages: 310
Shipping Weight (in pounds): 1.3
Product in Inches (L x W x H): 6.25 x 9.25 x 0.75

Chapter outline

Complaint Management in A Customer-Oriented Firm
Complaints as a Challenge to the Firm
Complaints
Definition and Types of Complaints
The Behavior of Dissatisfied Customers
The Origin of Customer Dissatisfaction
Principles of Complaint Management
Goals of Complaint Management
Complaint Stimulation
Complaint Stimulation Rather Than Complaint Minimization
Complaint Acceptance
Organization of the Complaint Receipt Process
Complaint Processing
The Complaint-Processing Procedure
Complaint Reaction
Basic Rules of Behavior For Handling Complaints
Complaint Analysis
Quantitiative Complaint Analysis
Complaint-Management Controlling
Evidence Controlling
Complaint Reporting
Active Reporting of the Results of Complaint Analysis and Complaint-Management
Utilization of Complaint Information
Utilization of Complaint Information bases upon the Failure Mode and Effect Analysis (FMEA)
Human Resource Aspects of Complaint Management
The Importance of Employee Behavior in Complaint Contact
Organizational Aspects of Complaint Management
Centralized, Decentralized, or Dual Complaint Management
Technological Aspects of Complaint Management
Fundamental Determinants for the Implementation of Complaint-Management Software
Complaint-Management Checklist
General Importance of Complaint Management

Book description

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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