Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel.
Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel.
Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel.
About this item
Full title
Author / Creator
Publisher
Mason, Ohio : Thompson/South-Western, 2004.
Date
2004.
Call Numbers
N658.812/138
Record Identifier
MMS ID
Language
English
Formats
Physical Description
Physical content
x, 310 p. : ill. ; 24 cm.
Contents
1. Complaint management in a customer-oriented firm -- 2. Complaints -- 3. The behavior of dissatisfied customers -- 4. Principles of complaint management -- 5. Complaint stimulation -- 6. Complaint acceptance -- 7. Complaint processing -- 8. Complaint reaction -- 9. Complaint analysis -- 10. Compla...
Publication information
Publisher
Mason, Ohio : Thompson/South-Western, 2004.
Edition
1st ed.
Place of Publication
Ohio
Date Published
2004.
Subjects
More information
Scope and Contents
Summary
"Dr. Bernd Stauss and Wolfgang Seidel have built a process to not just manage complaints, but also to encourage them. Complaint Management offers a process for receiving and handling complaints efficiently. More importantly, it offers a model to help you analyze complaints: is it a complaint or merely grousing? Are the costs too high to satisfy the...
Alternative Titles
Full title
Complaint management : the heart of CRM / Bernd Stauss, Wolfgang Seidel.
Authors, Artists and Contributors
Author / Creator
Author / Artists
Notes
General note
"American Marketing Association."
Includes bibliographical references and index.
Contextual Information
Other version (online)
Identifiers
Primary Identifiers
Call Numbers
N658.812/138
Record Identifier
74VKdw7djeKZ
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/74VKdw7djeKZ
Other Identifiers
ISBN
0324202644 (alk. paper)
9780324202649 (alk. paper)
DDC
658.812
MMS ID
991019812839702626
