株式会社極東書店トップ ＞ 商品一覧 ＞ Effective Complaint Management : The Business Case for Customer Satisfaction. 2nd ed.
商品詳細
Effective Complaint Management : The Business Case for Customer Satisfaction. 2nd ed. B.スタウス、W.シーデル著 効果的な苦情マネジメント 第2版
・ISBN 978-3-319-98704-0 hard EUR 89.99
￥24,053.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
版元の原価改定、外国為替の変動等により異なる場合がございますので、予めご了承下さい。
| 著者・編者 | Stauss, Bernd / Seidel, W., |
|---|---|
| シリーズ | Management for Professionals |
| 出版社 | (Springer, GW) |
| 出版年月 | 2018 |
| ページ数 | 487 pp. |
| 言語 | ENG |
| ニュース番号 | ＜648-1023 648-P2076＞ |
解説
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.