Handling Complaints
Published on 30. April 2015
112 pages
978-1-908284-47-1 (ISBN)
Description
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.
More details
Other editions
Additional editions
Angelena Boden
Handling Complaints Pocketbook
Book
04/2015
2nd Edition
Management Pocketbooks
€32.37
Article exhausted; check different version
Content
- Cover
- Title Page
- Enjoy the read!
- Copyright Notice
- CONTENTS
- INTRODUCTION
- WHY PEOPLE COMPLAIN
- UNDERSTANDING WHY
- REASONS
- QUALITY OF PRODUCT
- QUALITY OF SERVICE
- EXPECTATIONS NOT BEING MET
- COMPANIES ENCOURAGE FEEDBACK
- SOMETHING HAS GONE WRONG
- THEY WANT YOU TO PUT IT RIGHT!
- MISCOMMUNICATION
- FEELINGS
- TO BE HELPFUL
- LISTENING TO YOUR CUSTOMER
- HANDLING COMPLAINTS WELL
- WELCOMING COMPLAINTS
- WHY COMPLAINTS ARE GOOD NEWS
- COMPLAINTS ARE OPPORTUNITIES!
- SOME SCARY FACTS
- THE INCOME MULTIPLIER EFFECT
- MAKE IT EASY TO COMPLAIN
- BE NICE!
- REDUCING COMPLAINTS
- CUSTOMER FEEDBACK
- HOW PEOPLE COMPLAIN
- TIPS & TECHNIQUES
- DEAL WITH FEELINGS & FACTS
- TELEPHONE COMPLAINTS
- EMAIL COMPLAINTS
- THE NEXT STEPS
- PRESENTING THE SOLUTION
- GOLDEN GUIDELINES
- COMPLAINT MANAGEMENT POLICIES
- CONSISTENT APPROACH
- WHAT TO INCLUDE
- ENSURE PROMPT ACTION
- INFORMATION FROM CUSTOMERS
- MONITORING SOCIAL MEDIA
- LOGGING
- ANALYSING
- WHO DEALS WITH THE COMPLAINT?
- ESTABLISHING PROCEDURES
- CONSIDERATIONS FOR A POLICY
- DRAWING THE LINE
- COMMUNICATING WITH THE COMPLAINER
- COMMUNICATION SKILLS
- LISTENING SKILLS
- LANGUAGE
- NON-VERBAL LANGUAGE
- BODY LANGUAGE
- STAYING POSITIVE
- THE PSYCHOLOGY OF COMMUNICATION
- TRANSACTIONAL ANALYSIS
- EGO STATES
- EGO STATE MODEL
- EGO STATES - PARENT
- EGO STATES - CHILD
- EGO STATES - ADULT
- PARENT COMPLAINER
- CHILD COMPLAINER
- ADULT COMPLAINER
- EGO STATES - SUMMARY
- ANALYSING THE TRANSACTIONS
- STIMULUS & RESPONSE
- CROSSED TRANSACTIONS
- UNCROSSING A TRANSACTION
- ULTERIOR TRANSACTIONS
- STAYING IN ADULT
- STAYING IN ADULT - EXAMPLE
- SUMMARY
- INTERNAL COMPLAINTS
- DEFINING THE CUSTOMER
- PASSING BLAME
- TWO WAY PROCESS
- COMPANY CULTURE
- INSECURITY
- TAKING ACTION
- MULTI-SKILLING & INTERDEPARTMENTAL WORKING
- TEAM BUILDING
- BUILDING CUSTOMER LOYALTY
- COMPLAINTS INTO COMPLIMENTS
- DISPLACEMENT
- LOSING CUSTOMERS
- TREAT LIKE ROYALTY
- SOLVING PROBLEMS
- SAYING THANK YOU
- COMPLIMENTS & COMMENTS
- RELATIONSHIP MARKETING
- CUSTOMER EXPECTATIONS
- AND FINALLY
- About the Author
- Title Listings
