Book Description 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 relatiаэяяцonship may turn sour Drawing from their extensive experience in customer service, Stauss and Seidel deliver thorough coverage of complaint management, from helping readers understand why customers complain to illustrating how to handle customer complaints to effectiveбльтчly measuring and analyzing complaints.