TY  - BOOK
AU  - Boden,Angelena
TI  - The handling complaints pocketbook
SN  - 1870471911
PY  - 2001///
CY  - Alresford :.
PB  - Management Pocketbooks
KW  - Customer relations
KW  - Consumer complaints
N1  - This title looks at why people complain and how they go about it. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques that can be used to turn complainants into loyal customers
ER  -