Complaint Management: The Heart of CRM
Part I: COMPLAINT MANAGEMENT IN A CUSTOMER-ORIENTED FIRM. 1. Complaints as a Challenge to the Firm. Part II: COMPLAINTS. 2. Definition and Types of Complaints. Part III: THE BEHAVIOR OF DISSATISFIED CUSTOMERS. 3. The Origin of Customer Dissatisfaction. Part IV: PRINCIPLES OF COMPLAINT MANAGEMENT. 4. Goals of Complaint Management. Part V: COMPLAINT STIMULATION. 5. Complaint Stimulation Rather Than Complaint Minimization. Part VI: COMPLAINT ACCEPTANCE. 6. Organization of the Complaint Receipt Process. Part VII: COMPLAINT PROCESSING. 7. The Complaint-Processing Procedure. Part VIII: COMPLAINT REACTION. 8. Basic Rules of Behavior For Handling Complaints. Part IX: COMPLAINT ANALYSIS. 9. Quantitiative Complaint Analysis. Part X: COMPLAINT-MANAGEMENT CONTROLLING. 10. Evidence Controlling. Part XI: COMPLAINT REPORTING. 11. Active Reporting of the Results of Complaint Analysis and Complaint-Management. Part XII: UTILIZATION OF COMPLAINT INFORMATION. 12. Utilization of Complaint Information bases upon the Failure Mode and Effect Analysis (FMEA). Part XII: HUMAN RESOURCE ASPECTS OF COMPLAINT MANAGEMENT. 13. THe Importance of Employee Behavior in Complaint Contact. Part XIII: ORGANIZATIONAL ASPECTS OF COMPLAINT MANAGEMENT. 14. Centralized, Decentralized, or Dual Complaint Management. Part XIV: TECHNOLOGICAL ASPECTS OF COMPLAINT MANAGEMENT. 15. Fundamental Determinants for the Implementation of Complaint-Management Software. Part XVI: COMPLAINT-MANAGEMENT CHECKLIST. 16. General Importance of Complaint Management.