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Product 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, Strauss 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.
About the Author
Bernd Stauss holds the first German chair for services management at the Ingolstadt School of Management of the Catholic University Eichstaett-Ingolstadt, Germany. The focus of his interests are in management issues that emerge in the context of the production and marketing of services for internal and external customers.
Wolfgang Seidel received his master’s degree in business administration from the University of Bayreuth (Germany) and was then research assistant with Prof. Dr. Bernd Stauss. He is founder of "Servmark", a consulting company with the focus on topics in the field of the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Wolfgang Seidel is frequent speaker at major conferences on complaint management and customer relationship management both in Europe and the USA.
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73% buy the item featured on this page: Complaint Management: The Heart of CRM £31.34 |
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14% buy A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong£12.74 |
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13% buy Secrets of Successful Complaint Handling: The Best Complaint Handling Strategies and How to Make Them Work £16.99 |
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