Explaining the strategic importance of complaints handling, this study examines how people actually complain and what their objectives might be. It shows how to determine policy, and how to set up and run an effective complaints handling unit. The principles and practices involved are detailed.
- ISBN10 0566076977
- ISBN13 9780566076978
- Publish Date 18 July 1996
- Publish Status Out of Print
- Out of Print 29 March 2006
- Publish Country GB
- Imprint Gower Publishing Ltd
- Format Hardcover
- Pages 144
- Language English