A Practical Guide to Handling Consumer Complaints

This guide to handling customer complaints discusses why it is in business's interest to give a high priority to effective complaint management. It recommends practical procedures for reviewing and resolving customer complaints and for using them as management and marketing tools.

Table of Contents

1. Handling Complaints : A Critical Form of Communications
2. Why is Complaint Handling Important?
3. Management's Role
4. Cost and Savings
5. Complaint Handling Staff
6. Publicizing the Complaint Management System
7. Co-ordination with Others in the Distribution Chain
8. Third-party Dispute Resolution
9. Basic Steps for Effective Complaint Management
10. Conclusion
11. Complaint System Checklist
12. Entire Guide

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