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Item Details
Title: THE HANDLING COMPLAINTS POCKETBOOK
By: Angelena Boden, Phil Hailstone (Illus)
Format: Paperback

List price: £8.99


We believe that this item is permanently unavailable, and so we cannot source it.

ISBN 10: 1870471911
ISBN 13: 9781870471916
Publisher: MANAGEMENT POCKETBOOKS
Pub. date: 30 June, 2001
Series: Management Pocketbooks S.
Pages: 112
Description: This title looks at why people complain and how they go about it. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques that can be used to turn complainants into loyal customers.
Synopsis: 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.
Illustrations: illustrations
Publication: UK
Imprint: Management Pocketbooks
Returns: Returnable
Some other items by this author:
ABSENCE MANAGEMENT POCKETBOOK (PB)
ACCELERATED LEARNING POCKETBOOK (PB)
ANGER AND CONFLICT MANAGEMENT POCKETBOOK (PB)
ASPERGER SYNDROME POCKETBOOK (PB)
DELEGATION (PB)
DRAMA FOR LEARNING POCKETBOOK (PB)
EMOTIONAL LITERACY POCKETBOOK (PB)
ENERGY AND WELL-BEING POCKETBOOK (HB)
GIFTED AND TALENTED POCKETBOOK (PB)
HANDLING COMPLAINTS
HANDLING COMPLAINTS POCKETBOOK
HANDLING COMPLAINTS POCKETBOOK (PB)
IMPROVING EFFICIENCY POCKETBOOK (PB)
IMPROVING PROFITABILITY POCKETBOOK (PB)
INDUCTION POCKETBOOK (PB)
LEAN MEANS BEANS (PB)
LESSON OBSERVATION (PB)
MANAGEMENT MODELS POCKETBOOK (PB)
MANAGING ASSESSMENT CENTRES (PB)
MANAGING CUSTOMER SERVICE (PB)
MANAGING DIFFICULT PARTICIPANTS POCKETBOOK (PB)
NETWORKING POCKETBOOK (PB)
NURTURING INNOVATION POCKETBOOK (PB)
POO! YOU SMELL!
POO! YOU SMELL!
PRESENTATIONS POCKETBOOK (PB)
PRIMARY TEACHER'S POCKETBOOK (PB)
PROBLEM BEHAVIOUR
PROJECT MANAGEMENT POCKETBOOK (PB)
RESTORATIVE JUSTICE POCKETBOOK (PB)
SECONDARY TEACHER'S POCKETBOOK (PB)
STARTING IN MANAGEMENT POCKETBOOK (PB)
STRESS POCKETBOOK (PB)
SUCCEEDING AT INTERVIEWS POCKETBOOK (PB)
TACKLING DIFFICULT CONVERSATIONS POCKETBOOK (PB)
TEACHING THINKING POCKETBOOK (PB)
TEAMBUILDING ACTIVITIES POCKETBOOK (PB)
TELEPHONE SKILLS POCKETBOOK (PB)
THE APPRAISALS POCKETBOOK (PB)
THE ASSERTIVENESS POCKETBOOK (HB)
THE BALANCE SHEET POCKETBOOK (HB)
THE BEHAVIOUR MANAGEMENT POCKETBOOK (PB)
THE BUSINESS WRITING POCKETBOOK (HB)
THE C.R.M. POCKETBOOK (HB)
THE CAREER TRANSITION POCKETBOOK (PB)
THE CHALLENGING BEHAVIOURS POCKETBOOK (PB)
THE COACHING POCKETBOOK (PB)
THE COMMUNICATOR'S POCKETBOOK (HB)
THE COMPETENCIES POCKETBOOK (PB)
THE CREATIVE MANAGER'S POCKETBOOK (PB)
THE CREATIVE TEACHING POCKETBOOK (PB)
THE CROSS-CULTURAL BUSINESS POCKETBOOK (PB)
THE CRUELTY OF LAMBS
THE CRUELTY OF LAMBS
THE CRUELTY OF LAMBS (PB)
THE CUSTOMER SERVICE POCKETBOOK (HB)
THE DECISION-MAKING POCKETBOOK (PB)
THE DIVERSITY POCKETBOOK (HB)
THE DYSLEXIA POCKETBOOK (PB)
THE E-COMMERCE POCKETBOOK (HB)
THE EMOTIONAL INTELLIGENCE POCKETBOOK (PB)
THE EMPOWERMENT POCKETBOOK (HB)
THE FLEXIBLE WORKPLACE POCKETBOOK (HB)
THE FORM TUTOR'S POCKETBOOK (PB)
THE FUNDRAISING FOR SCHOOLS POCKETBOOK (PB)
THE FUTURE CAN'T WAIT
THE FUTURE CAN'T WAIT
THE FUTURE CAN'T WAIT (PB)
THE HANDWRITING POCKETBOOK (PB)
THE HEAD OF DEPARTMENT'S POCKETBOOK (PB)
THE ICEBREAKERS POCKETBOOK (PB)
THE IMPACT AND PRESENCE POCKETBOOK (PB)
THE INFLUENCING POCKETBOOK (PB)
THE INTERVIEWER'S POCKET BOOK (HB)
THE IT TRAINERS POCKETBOOK (PB)
THE LEADERSHIP POCKETBOOK (HB)
THE LEARNER'S POCKETBOOK (PB)
THE LEARNING TO LEARN POCKETBOOK (PB)
THE MANAGING BUDGETS POCKETBOOK (PB)
THE MANAGING CASHFLOW POCKETBOOK (PB)
THE MANAGING CHANGE POCKETBOOK (HB)
THE MANAGING RECRUITMENT POCKETBOOK (PB)
THE MANAGING UPWARDS POCKETBOOK (PB)
THE MANAGING WORKLOAD POCKETBOOK (PB)
THE MANAGING YOUR APPRAISAL POCKETBOOK (PB)
THE MARKETING POCKETBOOK (PB)
THE MEETINGS POCKETBOOK (PB)
THE MOTIVATION POCKETBOOK (PB)
THE NEGOTIATOR'S POCKETBOOK (PB)
THE NETWORKING POCKETBOOK (PB)
THE NLP POCKETBOOK (PB)
THE OPENERS AND CLOSERS POCKETBOOK (PB)
THE PEOPLE MANAGER'S POCKETBOOK (PB)
THE PERSONAL SUCCESS POCKETBOOK (PB)
THE POSITIVE MENTAL ATTITUDE POCKETBOOK (PB)
THE PRIMARY HEADTEACHER'S POCKETBOOK (PB)
THE PRIMARY TEACHER'S POCKETBOOK (PB)
THE PROBLEM BEHAVIOUR POCKETBOOK (PB)
THE PROJECT MANAGEMENT POCKETBOOK (PB)
THE PSYCHOMETRIC TESTING POCKETBOOK (PB)
THE QUALITY POCKETBOOK (PB)
THE RESOLVING CONFLICT POCKETBOOK (PB)
THE SALES EXCELLENCE POCKETBOOK (PB)
THE SALESPERSON'S POCKETBOOK (PB)
THE SECONDARY TEACHER'S POCKETBOOK (PB)
THE SELF-MANAGED DEVELOPMENT POCKETBOOK (PB)
THE STOP BULLYING POCKETBOOK (PB)
THE STRATEGY POCKETBOOK (PB)
THE STRESS POCKETBOOK (PB)
THE TALENT MANAGEMENT POCKETBOOK (PB)
THE TEACHING ASSISTANT'S POCKETBOOK (PB)
THE TEAMWORKING POCKETBOOK (PB)
THE TELEPHONE SKILLS POCKETBOOK (PB)
THE TELESALES POCKETBOOK (PB)
THE THINKER'S POCKETBOOK (PB)
THE TIME MANAGEMENT POCKETBOOK (PB)
THE TRAINER STANDARDS POCKETBOOK (PB)
THE TRAINER'S POCKETBOOK (PB)
THE TRAINING NEEDS ANALYSIS POCKETBOOK (PB)
THE VIRTUAL TEAMS POCKETBOOK (PB)
THINKER'S
WORKING RELATIONSHIPS POCKETBOOK (PB)
WORKPLACE POLITICS (PB)

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