苦情管理：顧客関係管理の核心 Complaint Management : The Heart of CRM

Stauss, Bernd/ Seidel, Wolfgang

South-Western Pub（2004/11発売）

• 製本 Hardcover:ハードカバー版／ページ数 310 p.
• 言語 ENG
• 商品コード 9780324202649
• DDC分類 658.812

基本説明

With insights into the strategic relevance of complaint management as the core of every customer relationship retention management program.

Full Description

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.

Contents

Part Ias a Challenge to the Firm. Part II: COMPLAINTS. 2. Definition and Types of Goals of Complaint Management. Part V: COMPLAINT STIMULATION. 5. Complaint Stimulation Rather Than Complaint Minimization. Part VI: COMPLAINT ACCEPTANCE. 6. Organization of the Complaint Receipt Process. Part VII: COMPLAINT PROCESSING. 7. The Complaint-Processing Procedure. Part VIII: COMPLAINT REACTION. 8. Basic Rules of Behavior For Handling Complaints. Part IX: COMPLAINT ANALYSIS. 9. Quantitiative Complaint Analysis. Part X: COMPLAINT-MANAGEMENT CONTROLLING. 10. Evidence Controlling. Part XI: COMPLAINT REPORTING. 11. Active Reporting of the Results of Complaint INFORMATION. 12. Utilization of Complaint Information bases upon the Failure Mode and Effect Analysis (FMEA). Part XII: HUMAN RESOURCE ASPECTS OF COMPLAINT MANAGEMENT. 13. THe Importance of Employee Behavior in Complaint Centralized, Decentralized, or Dual Complaint Management. Part XIV: for the Implementation of Complaint-Management Software. Part XVI: COMPLAINT-MANAGEMENT CHECKLIST. 16. General Importance of Complaint Management.