The Handling Complaints Pocketbook

The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional. The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers. The next sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final section looks at ways to turn complaints into compliments and create loyal customers. From the author of The Problem Behaviour Pocketbook

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Pocket Size Book: 105 x 148 mm

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Publisher: Management Pocketbooks
Author: Angelena Boden
Media Type: Paperback Book
ISBN-13: 9781870471916
Language: English

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