Dealing with customer complaints / Tom Williams.
Dealing with customer complaints / Tom Williams.
About this item
Full title
Author / Creator
Publisher
Brookfield, Vt. : Gower, 1996.
Date
1996.
Call Numbers
N658.812/89
Record Identifier
MMS ID
Language
English
Formats
Physical Description
Physical content
xi, 132 p. ; 26 cm.
Contents
1. The culture of complaint -- 2. Why complaints handling matters -- 3. How people complain -- 4. Keep it simple, keep it quick -- 5. Fair and effective --6. Some practical considerations -- 7. Putting it into practice -- 8. Designing and using a complaints system -- 9. Mercury and NatWest -- 10. We...
Publication information
Publisher
Brookfield, Vt. : Gower, 1996.
Place of Publication
Vermont
Date Published
1996.
Subjects
More information
Scope and Contents
Summary
Tom Williams starts by explaining the strategic importance of complaints handling. He goes on to examine how people actually complain and what their objectives might be. He shows how to determine policy and how to set up and run an effective complaints handling unit, considering both the point of view of the complainer and the implications for staf...
Alternative Titles
Full title
Dealing with customer complaints / Tom Williams.
Authors, Artists and Contributors
Author / Creator
Notes
General note
Includes bibliographical references and index.
Identifiers
Primary Identifiers
Call Numbers
N658.812/89
Record Identifier
74VM5m4aReVO
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/74VM5m4aReVO
Other Identifiers
ISBN
0566076977 (cloth)
9780566076978 (cloth)
DDC
658.812
MMS ID
991003583979702626
