Customer Complaint Management

Author: Zhang Mei
Publisher:
Publish Date: 2006-01-01
Features: Customer complaints are the direct manifestation of conflicts between customers and businesses, reflecting doubts about the company's market behavior. They also have a close correlation with macro-level factors such as social trends, public opinion, and government regulation. Additionally, they are closely tied to customers' personality traits, consumption psychology, and complaint psychology. Customer complaint management is highly comprehensive, involving aspects such as business management, personnel management, process management, and public relations and media. The personnel handling customer complaints must be familiar with the products and services being complained about, as well as relevant legal knowledge, policies, and a certain understanding of psychology. Currently, a common weakness in customer complaint management among domestic enterprises is a surplus of strategy but a shortage of tactics; advanced concepts but lagging methods. After exploring numerous dazzling management theories and various "isms," this book stands out as one of the few that genuinely focus on practical, real-world problems. Customer complaint management is highly comprehensive, involving business management, personnel management, process management, and public relations and media, and is not merely the responsibility of the customer service department. This book provides an in-depth analysis of customer complaint management from four perspectives: understanding complaints, handling complaints, preventing complaints, and managing complaints. The specific content is as follows:
Know Thyself and Know the Other: Comprehensively Understanding Complaints;
The Ultimate Guide to Handling Complaints;
Prevention is Better Than Cure: Emphasizing Complaint Prevention;
No Rules, No Order: The Principles of Complaint Management;
Testing Complaint Management: Media Management and Crisis Public Relations (Including Case Studies).
This book provides an in-depth and comprehensive analysis of customer complaint management from four perspectives: understanding complaints, handling complaints, preventing complaints, and managing complaints. The specific content includes knowledge about complaints, the principles of handling complaints, how to prevent complaints, the principles of complaint management, media management and crisis public relations (including case studies), etc. This book is suitable for managers at all levels of enterprises, especially customer service managers, customer complaint managers, regional service managers, regional sales managers, frontline service managers, service staff, sales staff, and other service or business personnel who directly or indirectly interact with customers.