Effective Complaint Management The Business Case for Customer Satisf
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 custo
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Bernd Stauss Wolfgang Seidel
Effective Complaint Management The Business Case for Customer Satisfaction Second Edition
Management for Professionals
More information about this series at http://www.springer.com/series/10101
Bernd Stauss • Wolfgang Seidel
Effective Complaint Management The Business Case for Customer Satisfaction Second Edition
Bernd Stauss Catholic University of Eichstätt-Ingolstadt Ingolstadt, Germany
Wolfgang Seidel servmark consultancy Ingolstadt and Munich, Germany
Originally published in English with the title ‘Complaint Management: The Heart of CRM’, Thompson Learning (Cengage), 2004
ISSN 2192-8096 ISSN 2192-810X (electronic) Management for Professionals ISBN 978-3-319-98704-0 ISBN 978-3-319-98705-7 (eBook) https://doi.org/10.1007/978-3-319-98705-7 Library of Congress Control Number: 2018957270 # Springer Nature Switzerland AG 2004, 2019 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Illustrations by Reinhold Löffler This Springer imprint is published by the registered company Springer Nature Switzerland AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Preface
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Preface
These nice customers are the majority. Even if they are annoyed, they don’t make trouble; they stay polite and silent, but they just go away and are lost forever. In times of fierce global competition, companies can less and less afford this silent loss of customers. Therefore, they have to strive uncompromisingly for customer satisfaction. However, if customers are dissatisfied for some reason, companies have to encourage these customers to address their complaint directly to the company, and they have to install a professional complaint management system to permanently restore customer satisfaction. Currently, many companies lack a sufficient understanding that complaints offer the greatest opportunity for achieving customer
