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Complaint Management: The Heart of CRM
Every company strives for increasing customer satisfaction and loyalty. But, without effective complaint management, it's only a matter of time before the seemingly sweet company-client relationship may turn sour. Drawing from their extensive experience in customer service, Strauss and Seidel deliver thorough coverage of complaint management, from
helping readers understand why customers complain to illustrating how to handle customer complaints to effectively measuring and analyzing complaints.
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