The book looks at:
- The customer
- Escalation
- Handling the escalation
- Escalation management
- Team work
- Dos and don'ts
- Follow-ups
- Customer-focused
- Innovation
- Customer relationships

Customers are essential for the existence of a business, so handling complaints should be a seizable opportunity to improve - this can be the service or the technology or the product. The book shows examples of complaints, how they are received (such as social media and email), why they are received, and how to handle these for both the customer's advantage and the business'. Every chapter has 'takeaways' and a diagram to summarise the chapter. A very well-structured book.


I received a free copy and am leaving a review voluntarily.
Thank you to Hidden Gems Books and author. ( )

The book looks at:
- The customer
- Escalation
- Handling the escalation
- Escalation management
- Team work
- Dos and don'ts
- Follow-ups
- Customer-focused
- Innovation
- Customer relationships

Customers are essential for the existence of a business, so handling complaints should be a seizable opportunity to improve - this can be the service or the technology or the product. The book shows examples of complaints, how they are received (such as social media and email), why they are received, and how to handle these for both the customer's advantage and the business'. Every chapter has 'takeaways' and a diagram to summarise the chapter. A very well-structured book.


I received a free copy and am leaving a review voluntarily.
Thank you to Hidden Gems Books and author. ( )