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Angelena Boden:

Handling Complaints Pocketbook - Paperback

ISBN: 9781906610562

Unhappy customers rarely complain directly to the business providing an inferior product or service. Instead they tell other people, all of whom are potential customers themselves and may… More...

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Angelena Boden:

Handling Complaints Pocketbook - Paperback

ISBN: 9781906610562

Paperback, [PU: MANAGEMENT POCKETBOOKS], The Handling Complaints Pocketbook sets out a strategy for managing customer complaints in a way that will lead to an improved customer experience… More...

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Angelena Boden:
Handling Complaints Pocketbook - Paperback

ISBN: 9781906610562

Paperback. New. Unhappy customers rarely complain directly to the business providing an inferior product or service. Instead they tell other people, all of whom are potential customers t… More...

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Handling Complaints Pocketbook - Angelena Boden
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Angelena Boden:
Handling Complaints Pocketbook - Paperback

2015, ISBN: 9781906610562

[ED: 2], 2nd Revised edition, Softcover, Buch, [PU: Management Pocketbooks]

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Handling Complaints Pocketbook - Angelena Boden (author)
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Angelena Boden (author):
Handling Complaints Pocketbook - Paperback

ISBN: 9781906610562

paperback

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Details of the book
Handling Complaints Pocketbook

Unhappy customers rarely complain directly to the business providing an inferior product or service. Instead they tell other people, all of whom are potential customers themselves and may well pass on the details to their own circle of friends and work colleagues. Add in social media (Facebook, Twitter, etc) and hundreds if not thousands of people will hear about the business' poor reputation.The Handling Complaints Pocketbook sets out a strategy for managing customer complaints in a way that will lead to an improved customer experience and, ultimately, a more successful business. It looks at the vital role good communication plays in this, beginning by clarifying the reasons why people complain and describing the ways in which they make their feelings known. A clear and consistent approach to dealing with customer grievances is key and this can only be achieved by developing a complaints handling policy, one that establishes the mechanisms for people to complain, how complaints are monitored, logged and analysed, who is responsible for dealing with the complaints and what procedures they must follow. The pocketbook also explores ways to use transactional analysis techniques to defuse anger and keep conversations on track.

Details of the book - Handling Complaints Pocketbook


EAN (ISBN-13): 9781906610562
ISBN (ISBN-10): 1906610568
Paperback
Publishing year: 2015
Publisher: Management Pocketbooks

Book in our database since 2015-05-03T12:41:26-04:00 (New York)
Detail page last modified on 2020-04-08T07:17:48-04:00 (New York)
ISBN/EAN: 9781906610562

ISBN - alternate spelling:
1-906610-56-8, 978-1-906610-56-2
Alternate spelling and related search-keywords:
Book author: bode, angelena boden, angele
Book title: pocketbook, persien, pocket


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9781907077265 Handling Complaints (Angelena Boden)


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