The Handling Complaints Pocketbook
Angelena Boden, "The Handling Complaints Pocketbook "
English | ISBN: 1870471911 | 2002 | 108 pages | PDF | 1238 KB
English | ISBN: 1870471911 | 2002 | 108 pages | PDF | 1238 KB
Looks at why people complain (including why you should welcome complaints) and how they go about it - aggressively, passively, constructively and professionally. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques (including transactional analysis) that can be used to turn complainants into loyal customers. Internal complaints are dealt with separately and a case study of the company that was brought to its knees through mismanagement of complaints is also included. The Pocketbook Series comprises more than 60 titles in the areas of training finance.