Customer Complaints Management: From Dissatisfaction to Loyalty


This book offers keys and guidelines to manage the complaints received from customers and other stakeholders. It provides an overview of the process of management and the diverse communication channels, including social media, and it incorporates real examples to guide daily practice.
Customer complaints are a strategic elements for organizations. They represent a second opportunity to satisfy the customers who have made the complaints, converting their dissatisfaction into satisfaction and loyalty toward the organization. They also represent an important source of information for product, service and process improvement. Therefore, knowing hot to effectively manage customer complaints is key to organizations competitiveness and reputaciĆ³n, in a market unquestionably increasingly volatile and uncertain.

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