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Complaint Management Excellence by Sarah Cook

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06

The skills and behaviours needed for dealing effectively with complaints

This is a practical chapter. In it I build on the need to be assertive and demonstrate emotional intelligence when dealing with complaints. I set out the skills and behaviours needed for effective complaint management face to face and on the telephone. I also provide guidelines for handling written complaints.

To make this section come alive, I am going to relate the skills and behaviours of excellent complaint handlers to a customer complaint scenario.

Imagine you received this complaint on the phone

You left me in the lurch over the whole weekend. It was my daughter’s wedding day on Saturday. I called you first thing on Friday morning when I noticed my drains were ...

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