Handling Complaints (Management Pocketbooks) [Paperback]

Angelena Boden (Author)

Book Description

ISBN-10: 1870471911 | ISBN-13: 978-1870471916 | Publication Date: June 30, 2001

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.

Editorial Reviews

Review

"Strikes an effective balance between improving understanding and giving practical tips and techniques. Essential reading for anyone who has ever avoided facing a customer with a complaint, and, let's be honest, who hasn't?" -- Martin Peters, Leicester Promotions Ltd.

About the Author

Angelena Boden is a freelance trainer in customer service, culture and people behaviour. she has written several other books in the Pocketbook series, including The Problem Behaviour Pocketbook.

Product Details

• Paperback: 112 pages
• Publisher: Management Pocketbooks (June 30, 2001)
• Language: English
• ISBN-10: 1870471911
• ISBN-13: 978-1870471916
• Product Dimensions: 5.7 x 4.1 x 0.3 inches
• Shipping Weight: 3.5 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #1,283,987 in Books (See Top 100 in Books)

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