Authors:
- Presents a unique and comprehensive complaint management concept which is used and has proven its worth in practice for many years
- Illustrates the design of a target system and definition of key performance indicators for management and controlling processes
- Provides numerous best-practice 'spotlights', cases and check lists
Part of the book series: Management for Professionals (MANAGPROF)
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Table of contents (19 chapters)
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Front Matter
About this book
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 book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Keywords
- Complaint management in quality management
- Leveraging dissatisfied customers
- Recovering customer loyalty
- Complaint stimulation
- Complaint reception
- Complaint processing
- Complaint reaction
- Direct complaint management process
- Complaint management controlling
- Complaint reporting
- Complaint management and CRM
- KPIs for complaint management
Authors and Affiliations
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Catholic University of Eichstätt-Ingolstadt, Ingolstadt, Germany
Bernd Stauss
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servmark consultancy, Ingolstadt and Munich, Germany
Wolfgang Seidel
About the authors
Wolfgang Seidel is founder and head of 'servmark', a consulting company focusing on the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Furthermore, Wolfgang Seidel is a frequent speaker at major conferences on complaint management and customer relationship management.
Bibliographic Information
Book Title: Effective Complaint Management
Book Subtitle: The Business Case for Customer Satisfaction
Authors: Bernd Stauss, Wolfgang Seidel
Series Title: Management for Professionals
DOI: https://doi.org/10.1007/978-3-319-98705-7
Publisher: Springer Cham
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: Springer Nature Switzerland AG 2019
Hardcover ISBN: 978-3-319-98704-0Published: 18 February 2019
eBook ISBN: 978-3-319-98705-7Published: 31 January 2019
Series ISSN: 2192-8096
Series E-ISSN: 2192-810X
Edition Number: 2
Number of Pages: IX, 495
Number of Illustrations: 20 b/w illustrations, 203 illustrations in colour
Additional Information: Originally published in English with the title Complaint Management: The Heart of CRM, Thompson Learning (Cengage), 2004
Topics: Customer Relationship Management, Call Center/Customer Service, Business Strategy/Leadership