Handling Complaints (Management Pocketbooks) by Angelena Boden

By Angelena Boden

Appears at why humans whinge (including why you might want to welcome lawsuits) and the way they pass approximately it - aggressively, passively, constructively and professionally. constructing a method and coverage for dealing with lawsuits is then defined. this is often by means of info of the innovations (including transactional research) that may be used to show complainants into unswerving clients. inner court cases are handled individually and a case learn of the corporate that used to be dropped at its knees via mismanagement of proceedings is usually incorporated. The Pocketbook sequence includes greater than 60 titles within the components of teaching finance.

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Take them away from the crowd, sit them down (it's harder to get angry then), stay in control and if all else fails say, 'I’m not prepared to listen until you stop shouting'. If need be, call for back-up. 48 DEVELOPING A POLICY TECHNIQUES FOR SPECIAL SITUATIONS Chronic complainers Some people (less than 10%) complain out of habit. It’s a behaviour pattern they have learned. You can see them coming, again and again. Be patient, don’t give them real cause to complain about your attitude. Ask closed questions, keep dialogue to a minimum.

34 x«# * ! HOW PEOPLE COMPLAIN PASSIVE COMPLAINERS x«# * ! ' The latter will only get a yes or no answer. Be open yourself. Let them see that you welcome complaints. If they prefer to put something in writing make it easy for them to do so. Above all, don’t let them store it all up. Who knows what stories they might tell others. 35 HOW PEOPLE COMPLAIN PASSIVE COMPLAINERS x«# * ! TYPE B Type B need more careful handling: ● Don’t be intimidated by the silence; keep asking open questions ● Don’t show any signs of frustration, despair or weakening; that’s just what they want ● Don’t react to the throw-away remarks or sarcastic one-liners – these are designed to throw you off course ● Stick to the facts and keep bringing them back to the facts These people are hard work.

They use a whole bag of tricks. ● ● ● I play golf with your Chairman My solicitor is your MD’s cousin I worked for 30 years in this business. I do know what I am talking about. ● ● The law states … I know my rights … You can spot a professional complainer, ie: someone who does it for a living, or who is out to get compensation, by their self assurance, their in-depth product knowledge and their manner of speech. It’s often a gut instinct. What do you do? ● Sit tight; don’t be intimidated ● Listen and make notes.

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