Handling Complaints Pocketbook
We don't all live in a perfect world, and if you work in sales and marketing at some point you will be faced by a customer or client with a complaint about your company or its products and services. How you handle the complaint can either, aggravate the situation and generate a former customer who will willingly provide a negative publicity about you at every opportunity, or improve customer loyalty and enhance your products and services.
Author: Angelena Boden. Pages: 112.
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.
Price: £6.08 £0.00
