Review of Complaint Management: The Heart of CRM (Hardcover)

In the past few decades the Services Industry has advanced long way - in a direction from product services to a customer centric business environments.
Although the quantitative and qualitative importance of services - as well as its spectrum of offerings - has grown quite considerably,the thrust of activity still seems solely to center around itsoperational tasks and processes. Bernd Stauss' and Wolfgang Seidel's revolutionary Complaint Managent model represents an impressive progress in our understanding of what services organisations must do to become outstanding and exemplary leaders in the roles ofservices providers and services innovators.
I have read the book entirely page by page, each chapter creatingmore desire and curiosty to read the next one.
Today the aspects of complaint managementare used probably in hundreds ofbusiness facilities around the world, yet there is to my knowledge no other book or public documentation providing such a holistic introduction and a guidance to everyone in services management, to enable the creation of a powerful blue print for services organisations.

Walter Duschek, Speaker of the Supervisory Board Spirit/21 AG, VP AFSMI

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 (both from academic research and practical business perspectives), 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. Complaint Management is an excellent resource for marketing professionals in customer support, technical support, and marketing management, as well as executives, department managers, and any employee who has direct contact with complaining customers.

About the Author
Professor Bern Stauss holds the first German chair for services management at the Business School of Ingolstadt of the Catholic University Eichstaett-Ingolstadt.Currently, his research deals with aspects of services marketing, service quality, quality management in the service industry, management of internal services, customer retention, complaint management, regain management, and electronic services.Stauss has written and edited several books, and he has also written more than 140 articles, which were published in books and journals like Managing Service Quality, International Journal of Service Industry Management, Journal of Services Marketing, Journal of Service Research and European Journal of Marketing.

Click Here to see more reviews about: Complaint Management: The Heart of CRM (Hardcover)