A customer complaint, initially an unpleasant event, can serve as a starting point for significant quality improvements within a company. In order for both customers and service providers to quickly and noticeably benefit from these improvements, those responsible must establish meaningful and effective workflows in complaint management. In this book, recognized practitioners describe useful, easily implementable concepts. The authors also reveal how to identify the aspects of dissatisfaction that customers do not explicitly express. There are also great potentials for future gains in this area. This book has primarily been written by experts in the financial services sector, but the insights gained can easily be transferred to other industries.