Complaint Management offers a process for receiving and handling complaints efficiently. More importantly, it offers a model to help you analyze complaints: is it a complaint or merely grousing?
Are the costs too high to satisfy the customer?

Complaint Management includes every thing from establishing a complaint resolution process to receiving a complaint, processing the complaint, solving the complaint, and finally an analysis tool for identifying problem areas for your product or service. A checklist that appears at the end of the book serves as a great auditing tool.

- Complaint Management in a Customer-Oriented Firm
- Complaints
- The Behavior of Dissatisfied Customers
- Principles of Complaint Management
- Complaint Stimulation
- Complaint Acceptance
- Complaint Processing
- Complaint Reaction
- Complaint Analysis
- Complaint-Management Controlling
,etc.