Complaint Management
The Heart of Crm
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17 569 Ft
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Product details:
- Publisher South Western Educational Publishing
- Date of Publication 1 March 2005
- ISBN 9780324202649
- Binding Hardback
- No. of pages320 pages
- Size 236x164x28 mm
- Weight 586 g
- Language English 0
Categories
Long 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.
MoreTable of Contents:
Part I: COMPLAINT MANAGEMENT IN A CUSTOMER-ORIENTED FIRM.
1. Complaints as a Challenge to the Firm.
Part II: COMPLAINTS.
2. Definition and Types of Complaints.
Part III: THE BEHAVIOR OF DISSATISFIED CUSTOMERS.
3. The Origin of Customer Dissatisfaction.
Part IV: PRINCIPLES OF COMPLAINT MANAGEMENT.
4. Goals of Complaint Management.
Part V: COMPLAINT STIMULATION.
5. Complaint Stimulation Rather Than Complaint Minimization.
Part VI: COMPLAINT ACCEPTANCE.
6. Organization of the Complaint Receipt Process.
Part VII: COMPLAINT PROCESSING.
7. The Complaint-Processing Procedure.
Part VIII: COMPLAINT REACTION.
8. Basic Rules of Behavior For Handling Complaints.
Part IX: COMPLAINT ANALYSIS.
9. Quantitiative Complaint Analysis.
Part X: COMPLAINT-MANAGEMENT CONTROLLING.
10. Evidence Controlling.
Part XI: COMPLAINT REPORTING.
11. Active Reporting of the Results of Complaint Analysis and Complaint-Management.
Part XII: UTILIZATION OF COMPLAINT INFORMATION.
12. Utilization of Complaint Information bases upon the Failure Mode and Effect Analysis (FMEA).
Part XII: HUMAN RESOURCE ASPECTS OF COMPLAINT MANAGEMENT.
13. THe Importance of Employee Behavior in Complaint Contact.
Part XIII: ORGANIZATIONAL ASPECTS OF COMPLAINT MANAGEMENT.
14. Centralized, Decentralized, or Dual Complaint Management.
Part XIV: TECHNOLOGICAL ASPECTS OF COMPLAINT MANAGEMENT.
15. Fundamental Determinants for the Implementation of Complaint-Management Software.
Part XVI: COMPLAINT-MANAGEMENT CHECKLIST.
16. General Importance of Complaint Management.
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