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Author :
Publisher :
ISBN 13 :
Total Pages : 24 pages
Book Rating : 4.3/5 (121 download)
Download or read book Managing Consumer Complaints written by and published by . This book was released on 1981 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Stefan Garding
Publisher : Springer
ISBN 13 : 3319181793
Total Pages : 113 pages
Book Rating : 4.3/5 (191 download)
Download or read book Complaint Management and Channel Choice written by Stefan Garding and published by Springer. This book was released on 2015-05-14 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Bernd Stauss
Publisher : Springer
ISBN 13 : 3319987054
Total Pages : 496 pages
Book Rating : 4.3/5 (199 download)
Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Young Lyoul Lee
Publisher : 길잡이미디어
ISBN 13 : 8980313438
Total Pages : 128 pages
Book Rating : 4.9/5 (83 download)
Download or read book Managing Consumers' Online Complaints written by Young Lyoul Lee and published by 길잡이미디어. This book was released on 2006-02-24 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer complaints in the Internet forum have posed as a big threat for companies. However, little attention has been given to this issue so far. The users in the Internet forum can be categorized into three groups: complainers, repliers to the messages, and observers who only read the complaints or replies. This study explores how a company's response to complaints online affects the evaluation of the company by the observers, who are major users of the Internet forum. More specifically, this study examines how a company can select a response strategy to protect its reputation according to the context of the complaint. Psychology and Communication on the Internet Content Analysis of Web site Conceptual Model and Hypotheses Study 1 Study 2 Managerial Implications and Recommendations
Author : Sarazh Cook
Publisher :
ISBN 13 :
Total Pages : 192 pages
Book Rating : 4.:/5 (949 download)
Download or read book Complaint Management Excellence written by Sarazh Cook and published by . This book was released on 2012 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 organisation 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 compliant, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Author :
Publisher :
ISBN 13 :
Total Pages : 16 pages
Book Rating : 4.:/5 (612 download)
Download or read book Managing Consumer Complaints written by and published by . This book was released on 1984 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Technical Assistance Research Programs (Firm)
Publisher :
ISBN 13 :
Total Pages : 224 pages
Book Rating : 4.:/5 (73 download)
Download or read book Consumer Complaint Handling in America written by Technical Assistance Research Programs (Firm) and published by . This book was released on 1979 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher :
ISBN 13 :
Total Pages : 15 pages
Book Rating : 4.:/5 (125 download)
Download or read book Managing Consumer Complaints written by and published by . This book was released on 1982 with total page 15 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Malte Kempen
Publisher : diplom.de
ISBN 13 : 3836624400
Total Pages : 177 pages
Book Rating : 4.8/5 (366 download)
Download or read book Complaint Management and Internal Marketing written by Malte Kempen and published by diplom.de. This book was released on 2009-01-05 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : National Association of Consumer Agency Administrators (U.S.)
Publisher :
ISBN 13 :
Total Pages : 24 pages
Book Rating : 4.:/5 (31 download)
Download or read book Managing Consumer Complaints written by National Association of Consumer Agency Administrators (U.S.) and published by . This book was released on 1981 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : National Performance Review (U.S.)
Publisher :
ISBN 13 :
Total Pages : 54 pages
Book Rating : 4.3/5 (91 download)
Download or read book Serving the American Public written by National Performance Review (U.S.) and published by . This book was released on 1996 with total page 54 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Lemuel Dowdy
Publisher :
ISBN 13 :
Total Pages : 32 pages
Book Rating : 4.:/5 (318 download)
Download or read book Handling Customer Complaints written by Lemuel Dowdy and published by . This book was released on 1980 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : National Association of Consumer Agency Administrators (U.S.)
Publisher :
ISBN 13 :
Total Pages : 100 pages
Book Rating : 4.:/5 (318 download)
Download or read book Helping Small Business Respond to Consumers' Needs written by National Association of Consumer Agency Administrators (U.S.) and published by . This book was released on 1982 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Albert Gore
Publisher : DIANE Publishing
ISBN 13 : 0788140175
Total Pages : 43 pages
Book Rating : 4.7/5 (881 download)
Download or read book Serving the American Public written by Albert Gore and published by DIANE Publishing. This book was released on 1997-06 with total page 43 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fed. agencies were directed to survey their customers to see what kind of service people want and whether they are getting it; to give customers choices and easy access; and to develop a way for citizens to complain and get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. and analysis; planning; human resources development and mgmt.; customer focus, expectations and satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.
Author : Stefanie Welz
Publisher : GRIN Verlag
ISBN 13 : 3638779963
Total Pages : 28 pages
Book Rating : 4.6/5 (387 download)
Download or read book Complaint Management - a Short Overview written by Stefanie Welz and published by GRIN Verlag. This book was released on 2007-12-10 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2006 in the subject Business economics - Business Management, Corporate Governance, grade: A-, University of applied sciences, Munich (FOM), course: International Marketing, language: English, abstract: 1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to stagnant or shrinking markets and increasing internationalisation. Continuous improvement or enhancements of production technology and the products themselves lead to the fact that products are even more substituted. Thus, it is not sufficient to sell only good products but the service is coming more to the fore from customer's point of view. This change in general conditions leads to a focusing on customer orientation. While the acquisition of new customers was formerly relevant, today's instruments regarding the customer retention gain more importance. Companies recognized that satisfied customers considerably contribute to corporate success. Empirical studies showed that it is five times more expensive to acquire a new customer and considerably cost extensive to recover a lost customer than binding existing customers.1 Dissatisfied customers change to competition or harm the company via negative word-ofmouth propaganda. Permanent customer relations in comparison do have a profit- as well as cost-advantage. Customer retention leads to more profit due to the buying frequency, crossselling- effects and cost savings in consequence of saved acquisition costs and efficiency advantages. Further chances result from the decreasing price sensitivity of the customer. Beside of the direct profit impacts of customer retention, indirect impacts on further customer relations occur, e.g. recommendations of satisfied customers. The corporate objective should be the focusing on customer retention and thus to improve the corporate competitive position.
Author :
Publisher :
ISBN 13 :
Total Pages : 24 pages
Book Rating : 4.:/5 (31 download)
Download or read book Managing Consumer Complaints written by and published by . This book was released on 1992 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Alireza Faed
Publisher : Springer Science & Business Media
ISBN 13 : 3319003240
Total Pages : 366 pages
Book Rating : 4.3/5 (19 download)
Download or read book An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry written by Alireza Faed and published by Springer Science & Business Media. This book was released on 2013-06-12 with total page 366 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
