Ashridge

Virtual Learning Resource Centre

The Handling Complaints Pocketbook

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by Angelena Boden

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 Handling Complaints Pocketbook – pdf format (1.2Mb)