کتاب دانلود کتب لاتین علوم انسانیمدیریت
مدیریت شکایت مؤثر
مدیریت شکایت مؤثر

Effective Complaint Management
سال انتشار: 2019
تعداد صفحات: 496
زبان فایل: English
فرمت فایل: pdf
حجم فایل: 21MB
قیمت: 200,000ريال

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Publisher : Springer

ISBN-10 : 3319987046

ISBN-13 : 978-3319987040

ASIN : B07FNG3C12

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.