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Complaint Management Excellence by Sarah Cook

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05

Communication styles and emotional intelligence

Before looking at the skills and behaviours needed to deal with complaints well, it is useful to understand the approaches that complainants take in communicating their dissatisfaction and how emotional intelligence can help effective complaint handling. This chapter addresses these two topics.

Ways people choose to complain

The complaints scenario presents an opportunity to forge a stronger relationship with the customer when complaint handlers show a real desire to resolve the customer’s issues. It also presents an opportunity to demonstrate real empathy and competence.

When there was a major oil spill in the Gulf of Mexico in 2010, the oil firm BP was criticized in the United States for ...

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