GOLD CENTURY PRESS

Complaints, Who needs 'em

By Michael Moore

Complaints! who needs 'em!

Nobody needs them but almost everyone gets them. This book is about how to handle complaints and even how to turn them into happy customers.

Written in easy language and very simple to understand, "Complaints, Who needs 'em" will help the merchant to understand how vitally important it is to handle complaints. including not only how to prevent them, but also how to reduce those you have got. How to handle the persistant complainer, what you do with the complainers that don't go away, and even how to turn complainers into loyal customers!

If you are a merchant, or even working for a company, this booklet could make a difference to your life and even reduce your stress levels!

You will find out that complaints is not a necessary evil but a tool you can use to expand your business and improve your profits.

Publisher: Gold Century Press
Date of Publication: 2006

Here are the chapter headings and an extract from the book:

1. Risk Management
2. The Pareto Principle
3. Terms & Conditions
4. Three Dreaded Words
5. Complaint Prevention
6. Welcoming Complaints
7. Complaint Management
8. Going that Extra Mile
9. Conclusion ?.At last!

Complaints. Who needs them?

Introduction

Well no one of course but they do still seem to crop up when we least expect them and they have that peculiar ability to sit in front of our face in the most uncomfortable fashion.

Information on reducing complaints is meagre in the market place. Write ups specific to certain professions such as Doctor, Patient and ombudsmen abound to bring to a companies attention to complaints against them.

But there is little written to actually reduce a companies complaints. Only a massive amount to ?handle? existing complaints.

This book is about how to get back control of complaints so we can effectively reduce them to a satisfactory level and turn those that do get in our face to our advantage.

There are a few tools we can use to reduce complaints as well as tools to effectively handle complaints and even turn complainers into happy loyal clients.

Complaints could be regarded as a stumbling blocks on our road to business success.

The trick here is to turn those stumbling blocks into stepping stones.

That is what we intend to do here.

Publisher:	Gold Century Press
Date of Publication:	2005
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