Effective Complaint Management: The Business Case for Customer Satisfaction

by Bernd Stauss and Wolfgang Seidel

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...

• Format: Hardcover
• Language: English
• ISBN: 3319987046
• ISBN13: 9783319987040
• Release Date: February 2019
• Publisher: Springer
• Length: 495 Pages
• Weight: 1.95 lbs.
• Dimensions: 1.1" x 6.1" x 9.2"