Complaint management: the heart of crm
Auteur :
Seidel, Wolfgang
Éditeur :
Seidel, WolfgangStauss, Bernd,
ISBN :
9780324202649
Date de publication :
1 juil. 2004
Dimensions :
23,3 x 16,5 x 3,3 cm
Poids :
544 g
Langue :
Anglais
Pays d'origine :
USA
Drawing from their extensive experience in customer service, the authors deliver thorough coverage of complaint management, from helping readers understand why customers complain to illustrating how to handle customer complaint to effectively measuring and analysing complaints.