Handling Complaints(1st Edition)
Authors:
Angelena Boden

Cover Type: Hardcover
Condition: Used/New
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Book details
ISBN: 1908284471, 9781908284471
Book publisher: Management Pocketbooks
Book Price $63 : Angelena Boden's 'Handling Complaints' delves into the nuanced realm of customer service, presenting a comprehensive guide on effective complaint management. The book is pivotal for businesses seeking to refine their customer service solutions through structured techniques and targeted strategies. Boden explores thematic concepts like conflict resolution, communication strategies, and consumer psychology, equipping businesses with the tools to transform customer complaints into opportunities. By adopting these methodologies, organizations can enhance customer satisfaction and foster brand loyalty. The narrative presents case studies and expert interviews that underscore the importance of empathy and timing in complaint resolution. The integration of a solution manual assists readers in applying these principles in real-world scenarios, providing practical approaches for different types of complaints. An answer key at the end of each chapter allows readers to test their comprehension of the material, while the detailed table of content facilitates easy navigation through the book. Boden's work has been praised for its practicality and depth, making it a highly recommended resource for professionals in customer service and management roles. By employing effective resolution techniques and feedback systems outlined in this book, businesses can transform complaints into critical feedback loops that drive improvement. Thus, 'Handling Complaints' remains a critical guide for anyone involved in customer relations. Students on a strict budget will find cheap but comprehensive explanations embedded throughout the text.
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Top Reviews for Books
Michael Thompson
October 2, 2023
( 5 )
Outstanding book with practical insights
"Handling Complaints, 1st Edition is an outstanding resource that every business should have on its shelf. The author does a fantastic job of addressing real-world scenarios and provides actionable steps to manage complaints effectively. The examples provided are detailed and relevant, which makes it easy to apply the concepts to various situations. I was particularly impressed with how well the author balances theory with practical advice. The book arrived quickly and was well-packaged. In my opinion, it's a must-read for anyone looking to enhance their customer service skills."
Sophia Green
June 15, 2023
( 4 )
Very helpful guide with real examples
"This book is a very helpful guide for anyone involved in customer service. The real-life examples included in the text provide a deep understanding of how to address customer complaints successfully. While the content is great, the structure could have been a bit more organized for easier navigation. I utilized my membership discount when purchasing it, which was a nice bonus! Didn't have any issues with delivery, it came on time and in perfect condition."
Liam O\'Brien
July 20, 2023
( 4 )
Good balance of theory and practice
"Useful book. Delivered late but nothing major. Content was top notch. Gave me some clear strategies for complaint handling. Worth the read."