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"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.
Product 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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"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.
Product 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.
See all Product Description
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Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
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