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Handling Complaints Management Pocketbooks Angelena Boden

Name: Handling Complaints Management Pocketbooks Angelena Boden
SKU: BELL-1777526
Price: 31.00 USD
Availability: InStock
Rating: 4.25 (68 reviews)

SKU: BELL-1777526

$ 31.00 ~~$ 45.00~~ (-31%)

4.3

68 reviews

Handling Complaints Management Pocketbooks Angelena Boden instant download after payment.

Publisher: Management Pocketbooks

File Extension: PDF

File size: 1.21 MB

Pages: 112

Author: Angelena Boden

ISBN: 9781870471916, 1870471911

Language: English

Year: 2001

Product desciption

Handling Complaints Management Pocketbooks Angelena Boden by Angelena Boden 9781870471916, 1870471911 instant download after payment.

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.