Complaint Management The Heart of CRM

by Stauss, Bernd; Seidel, Wolfgang

• ISBN13: 9780324202649
• ISBN10: 0324202644
• Format: Hardcover
• Copyright: 2005-02-28
• Publisher: South-Western Educational Pub

Summary

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.

Author Biography

Bernd Stauss holds the first German chair for services management at the Ingolstadt School of Management.

Table of Contents

I

Basics

1. Complaint Management within the Customer-Oriented Company- Complaint Management and CRM

2. Relevance of Complaints

3. Behaviorr of Dissatisfied Customers

4. The Holistic Concept of Complaint Management

II

Core Tasks of The Direct Complaint Management Process

5. Complaint Stimulation

6. Complaint Reception

7. Complaint Processing

8. Complaint Reaction

III

CORE TASKS OF THE INDIRECT COMPLAINT MANAGEMENT PROCESS

9. Compalint Analysis

10. Complaint Management Controlling

11. Complaint Reporting

12. Usage of Complaint Information

IV

FRAMEWORK FACTORS

13. Human Resource Aspects of Complaint Management

14. Organizational Aspects of Complaint Management

15. Information Technological Aspects of Complaint Management

V

SPECIFIC ASPECTS OF COMPLAINT MANAGEMENT

16. International Complaint Management

17. Internet-Word-of-Mouth

VI

IMPLEMENTATION OF COMPLAINT MANAGEMENT

18. Implementation of Active Complaint Management

VII

SUMMARY AND CHECKLIST

19. Summary

20. Checklist