{"product_id":"effective-complaint-management-bernd-stauss-9783319987040","title":"Effective Complaint Management: The Business Case for Customer Satisfaction","description":"\u003cp\u003eThis 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. \u003c\/p\u003e \u003cp\u003eThe 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.\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e \u003cp\u003e \u003c\/p\u003e \u003cp\u003e\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Bernd Stauss, Wolfgang Seidel\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 3319987046\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9783319987040\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Springer\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 02\/18\/2019\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 495\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.95lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.21h x 6.14w x 1.13d","brand":"Bernd Stauss","offers":[{"title":"Hardcover","offer_id":46825822978303,"sku":"9783319987040","price":99.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_5485c604-b80e-4102-8731-c97ca38a0031.jpg?v=1746073728","url":"https:\/\/www.whiterainbookhouse.com\/products\/effective-complaint-management-bernd-stauss-9783319987040","provider":"WR Book House","version":"1.0","type":"link"}