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HANDLING COMPLAINTS POCKETBOOK
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Handling Complaints Pocketbook

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The Handling Complaints Pocketbook looks at why and how people complain, and the key types of complaint: aggressive, passive, constructive and professional.

Sections cover a strategy for handling complaints, and the use of transactional analysis in understanding complaint behaviour. The final segment looks at ways to turn complaints into compliments and create loyal customers.

AUTHOR: Angelena Boden
PAGES: 112
SIZE: 140mm x 105mm

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