The Handling Complaints Pocketbook
Handling Complaints Pocketbook by Angelena Boden
Book DescriptionLooks 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.
Buy Handling Complaints Pocketbook book by Angelena Boden from Australia's Online Bookstore, Boomerang Books.
Book DetailsISBN: 9781870471916
(105mm x 148mm x 8mm)
Imprint: Management Pocketbooks
Publisher: Management Pocketbooks
Publish Date: 30-Jun-2001
Country of Publication: United Kingdom
Books By Author 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, 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, Paperback (January 1998)» View all books by Angelena Boden
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 .
» Have you read this book? We'd like to know what you think about it - write a review about Handling Complaints Pocketbook book by Angelena Boden and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a member - it's free to sign up!)
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.
Bestselling Books: Our Current Bestsellers | Australia's Hottest 1000 Books | Bestselling Fiction | Bestselling Crime Mysteries and Thrillers | Bestselling Non Fiction Books | Bestselling Sport Books | Bestselling Gardening and Handicrafts Books | Bestselling Biographies | Bestselling Food and Drink | Bestselling History | Bestselling Travel Books | Bestselling School Textbooks & Study Guides | Bestselling Children's General Non-Fiction | Bestselling Young Adult Fiction | Bestselling Children's Fiction | Bestselling Picture Books | Top 100 US Bestsellers
Phone: 1300 36 33 32 (9am-5pm Mon-Fri AEST) - International: +61 2 9960 7998 - Online Form
Address: Boomerang Books, 878 Military Road, Mosman Junction, NSW, 2088
© 2003-2016. All Rights Reserved. Eclipse Commerce Pty Ltd - ACN: 122 110 687 - ABN: 49 122 110 687
For every $20 you spend on books, you will receive $1 in Boomerang Bucks loyalty dollars. You can use your Boomerang Bucks as a credit towards a future purchase from Boomerang Books. Note that you must be a Member (free to sign up) and that conditions do apply.