Effective Complaint Management

Author : Bernd Stauss,Wolfgang Seidel
Publisher : Springer
Page : 496 pages
File Size : 43,7 Mb
Release : 2019-01-31
Category : Business & Economics
ISBN : 9783319987057

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Effective Complaint Management by Bernd Stauss,Wolfgang Seidel Pdf

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.

Author : M. Lauren Basham
Publisher : Unknown
Page : 66 pages
File Size : 44,9 Mb
Release : 1994
Category : Consumer complaints
ISBN : PSU:000051560027

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Corporate Guide to Effective Complaint Management by M. Lauren Basham Pdf

Author : Alireza Faed
Publisher : Springer Science & Business Media
Page : 349 pages
File Size : 42,9 Mb
Release : 2013-06-12
Category : Technology & Engineering
ISBN : 9783319003245

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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by Alireza Faed Pdf

This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). After a comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This new methodology, in contrast to previous ones, is able to handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solution to the major complaints of the key customers, hence promoting business development. The thesis also describes the successful application of the method to a real-world case, represented by the immeasurable truck drivers complaints at the Fremantle port in Western Australia.

Author : Shuang Wu,Felipe Pantoja,Nina Krey
Publisher : Springer Nature
Page : 701 pages
File Size : 50,8 Mb
Release : 2020-06-15
Category : Business & Economics
ISBN : 9783030391652

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Marketing Opportunities and Challenges in a Changing Global Marketplace by Shuang Wu,Felipe Pantoja,Nina Krey Pdf

This proceedings volume explores marketing opportunities and challenges that exist in the current, fast-changing landscape of the global marketplace. Current global issues such as the rising middle class in emerging markets, disruptive technological breakthroughs, big data analytics, changing consumer habits and concerns over national trade policies have renewed ethical concerns around consumer privacy and the tools companies use to operate, market to, connect and build a relationship with their customers. Featuring the full proceedings from the 2019 Academy of Marketing Science (AMS) Annual Conference held in Vancouver, Canada, this book explores and assess the rate of change that drives companies to evaluate and adapt their marketing strategies to remain competitive. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review (AMSR). Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.

Author : National Association of Consumer Agency Administrators (U.S.),Society of Consumer Affairs Professionals in Business (U.S.)
Publisher : Unknown
Page : 24 pages
File Size : 49,9 Mb
Release : 1981
Category : Consumer complaints
ISBN : UIUC:30112075700416

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Managing Consumer Complaints by National Association of Consumer Agency Administrators (U.S.),Society of Consumer Affairs Professionals in Business (U.S.) Pdf

Author : Anonim
Publisher : Unknown
Page : 24 pages
File Size : 51,9 Mb
Release : 1992
Category : Consumer complaints
ISBN : UVA:X002246145

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Managing Consumer Complaints by Anonim Pdf

Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 208 pages
File Size : 52,9 Mb
Release : 2012-05-03
Category : Business & Economics
ISBN : 9780749465315

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Complaint Management Excellence by Sarah Cook Pdf

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.

Author : Mel S. Moyer
Publisher : Unknown
Page : 82 pages
File Size : 50,6 Mb
Release : 1979
Category : Consumer complaints
ISBN : OCLC:1015537467

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Toward More Effective Complaint-handling Systems in Canada by Mel S. Moyer Pdf

Author : Charles Moore,Vishal Raniga
Publisher : Unknown
Page : 0 pages
File Size : 54,6 Mb
Release : 2004
Category : Consumer complaints
ISBN : OCLC:1127736607

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An Exploration Into the Effectiveness of Complaint Management Modules by Charles Moore,Vishal Raniga Pdf

Author : Lorenz W. Aggens
Publisher : Unknown
Page : 124 pages
File Size : 40,9 Mb
Release : 1991
Category : Communication
ISBN : ERDC:35925003088215

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When People Complain by Lorenz W. Aggens Pdf

Author : Thorsten Hennig-Thurau,Ursula Hansen
Publisher : Springer Science & Business Media
Page : 454 pages
File Size : 52,6 Mb
Release : 2013-06-29
Category : Business & Economics
ISBN : 9783662097458

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Relationship Marketing by Thorsten Hennig-Thurau,Ursula Hansen Pdf

Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS

Author : Bernd Stauss,Wolfgang Seidel
Publisher : South Western Educational Publishing
Page : 0 pages
File Size : 54,6 Mb
Release : 2004
Category : Consumer complaints
ISBN : 0324202644

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Complaint Management by Bernd Stauss,Wolfgang Seidel Pdf

When companies implement Customer Relationship Management (CRM), they often find that their number of complaints shoots up. Bernd Stauss and Wolfgang Seidel candidly explain that often, companies actively discourage complaints with processes that are so barrier-ridden that consumers switch to another company's products rather than negotiate the maze. As an alternative, Stauss and Seidel present a CRM-based complaint management system that, for enlightened corporate citizens, can become a strategic asset and even an indirect revenue source. Occasionally, they get a little carried away with their "consultantese" and terms like "process owner" and "complaint owner." Nevertheless, the seven-page complaint-management checklist at the end of the book is particularly valuable. getAbstract.com strongly recommends this book to CRM managers who want to know what their customers really think.

Author : Gerard Assey
Publisher : Gerard Assey
Page : 117 pages
File Size : 49,8 Mb
Release : 2023-10-31
Category : Business & Economics
ISBN : 8210379456XXX

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Complaints to Cheers, Feedback to Gold: Mastering Complaints Management by Gerard Assey Pdf

In 'Complaints to Cheers, Feedback to Gold: Mastering Complaints Management,' you'll embark on a journey to unlock the potential of complaints. This comprehensive guide explores the critical role of effective complaints management and the profound benefits it offers to organizations and individuals. It delves into the far-reaching consequences of unresolved complaints, emphasizing their impact on reputation, customer loyalty, and workforce morale. From understanding the psychology of complaints to equipping you with vital skills like active listening and empathy, each chapter provides actionable insights. Real-world examples, interactive training games, and practical templates empower readers to transform complaints into opportunities for growth. The book underscores the importance of fostering a complaint-friendly culture and the pivotal role of leadership in complaints management. It's certainly an essential resource for instilling trust, excellence, and continuous improvement within organizations.

Author : Malte Kempen
Publisher : diplom.de
Page : 173 pages
File Size : 50,9 Mb
Release : 2009-01-05
Category : Business & Economics
ISBN : 9783836624404

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Complaint Management and Internal Marketing by Malte Kempen Pdf

Inhaltsangabe:Introduction: The first chapter gives a introduction into the topic and explains how the whole work is structured before the key subjects in chapter two will be discussed. Okay Sir, I will put you through to someone else . Does this sound familiar? Trying to switch to a different contract with a cell phone operator, but nobody seems to be qualified to handle a request. Dissatisfaction arises and the customer would like to report his problem. On the one hand the customer experiences a breakdown in service and on the other hand a second disappointment may follow if a service provider fails to handle the grievance after it is stated. The question arises as to why complaint handling is important nowadays. Complaint handling is not as selfless an act by a company as it may seem. A complaint is the cheapest, most honest and most qualitative form of management consulting there is, according to market research into sales force by Pawlik Sales Consultants AG. Companies should not be afraid to face feedback and complaints. According to the Treasury Board of Canada: Research suggests that relatively few dissatisfied clients bother to complain. As a result, every complaint received may provide a window into a much larger pool of dissatisfaction. By dealing with the causes of complaints, the organization can further reduce both the number of complaints and dissatisfaction with its program delivery or service. Complaint management is a tool to prevent the migration of customers to competitors, and more and more companies understand that simply recruiting new customers is not sufficient. As a consequence, intensification of defensive marketing, in contrast to offensive marketing actions, becomes more interesting to a company. The aim of defensive marketing should be the development of long-lasting customer relations. For example, Volvo/Saab, the Swedish automobile manufacturer, estimates that the cost of generating new customers is three times the cost of retaining an existing customer. Satisfactory complaint management can create satisfied customers. The key figure mediating between a company and a customer with a complaint is, of course, the employee of the service organization. The role and performance of the employee will determine the success of a complaint handling process and the adequate service recovery. In order to be able to fulfil this goal, employees need to undergo training. Furthermore the management needs to develop a corporate [...]

Author : Stefan Garding,Andrea Bruns
Publisher : Springer
Page : 104 pages
File Size : 55,9 Mb
Release : 2015-05-14
Category : Business & Economics
ISBN : 9783319181790

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Complaint Management and Channel Choice by Stefan Garding,Andrea Bruns Pdf

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.