Handling Complaints Pocketbook by Angelena Boden
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Handling Complaints Pocketbook
By Angelena Boden

The Handling Complaints Pocketbook

By (author) See other recent books by Angelena Boden
Illustrated by Phil Hailstone See other recent books by Phil Hailstone
Format: Paperback

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Handling Complaints Pocketbook by Angelena Boden

Book Description

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.

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Book Details

ISBN: 9781870471916
ISBN-10: 1870471911
Format: Paperback
(105mm x 148mm x 8mm)
Pages: 112
Imprint: Management Pocketbooks
Publisher: Management Pocketbooks
Publish Date: 30-Jun-2001
Country of Publication: United Kingdom

Other Editions...


Books By Author Angelena Boden

Cruelty of Lambs by Angelena Boden Cruelty of Lambs, Paperback (November 2016)

Dr. Iain Millar is a professional cellist and music teacher. Falsely accused of improper behaviour, Iain finds himself unable to get another job. Exhibiting ever more worrying behaviour, people begin to be concerned for Iain's health...but what's the real reason behind his terrifying deterioration?

Handling Complaints Pocketbook by Angelena Boden Handling Complaints Pocketbook, Paperback (April 2015)

The Handling Complaints Pocketbook sets out a strategy for managing customer complaints in a way that will lead to an improved customer experience and, ultimately, a more successful business. It looks at the vital role good communication plays in this and explores ways to use transactional analysis techniques to defuse anger.

Problem Behaviour Pocketbook by Angelena Boden Problem Behaviour Pocketbook, Paperback (September 1999)

This text lists problem behaviour types in the workplace and explains how to identify and deal with them. Types of behaviour covered include passive aggressive, narcissistic and those that play the martyr.

Thinker's Pocketbook by Angelena Boden Thinker's Pocketbook, Paperback (January 1998)

An examination of the many different ways of thinking - creative, analytical, bottom-line, magical and lateral. Containing exercises and examples, the book aims to improve mental flexibility .

» View all books by Angelena Boden

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Author Biography - Angelena Boden

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.

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Recent books by Angelena Boden close
Cruelty of Lambs by Angelena Boden
Handling Complaints Pocketbook by Angelena Boden
Problem Behaviour Pocketbook by Angelena Boden
Thinker's Pocketbook by Angelena Boden
»
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