Titlebook: Effective Complaint Management; The Business Case fo Bernd Stauss,Wolfgang Seidel Book 2019Latest edition Springer Nature Switzerland AG 20

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Complaint-Management Controlling, The operational control of complaint management tasks can be carried out using the Complaint Management Index (BMI) which provides a quick overview of to what degree the defined quality and productivity targets have been reached..Cost-benefit-controlling serves to assess the profitability of compla

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Human Resource Aspects of Complaint Management,attracted and retained, and that employees are able to strengthen their competences. These measures include the recruiting of service-oriented and qualified employees, employee communication and training, incentive systems, activities to avoid burnout effects and empowerment. Through these measures

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Organizational Aspects of Complaint Management,(staff department, line function or matrix organization) and whether it can be designed as a profit center. It is also necessary to reflect the extent to which tasks can be outsourced to external service providers.

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Technological Aspects of Complaint Management,nctionalities in CRM systems. The in-house development of complaint management software usually proves to be an inefficient alternative when realistic estimates are made of implementation costs and development time..The core functionalities of complaint management software are the complete, structur

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Social Media Complaints,k and Twitter accounts, as well as brand blogs, tend to have customer complaints occasionally, while customer care Facebook and Twitter accounts and customer care blogs regularly contain complaints..In a communication strategy perspective, two basic positions can be chosen: a passive monitoring stra

前兆

Implementing Active Complaint Management, and drawing up a budget and schedule; (5) The introduction phase—implementation of the new processes and changes in the company’s organizational structure and execution of internal audits..The introduction of complaint management is generally met with considerable resistance. This must be taken int

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