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Economics/Finances Handling Complaints (Management Pocketbooks)

Posted on 2010-03-16

Name:	Economics/Finances Handling Complaints (Management Pocketbooks)
ASIN/ISBN:	1870471911
Language:	English
File size:	1 Mb
Publish Date:	2001
ISBN:	1870471911
Pages:	112 pages
File Type:	PDF
File Size:	1 MB
Other Info:	Management Pocketbooks

Economics/Finances Handling Complaints (Management Pocketbooks)

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Angelena Boden, "Handling Complaints (Management Pocketbooks)"

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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