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Description - The Handling Complaints Pocketbook by Angelena Boden

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

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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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