Author Description

Tom Williams starts by explaining the strategic importance of complaints handling. He goes on to examine how people actually complain and what their objectives might be. He shows how to determine policy and how to set up and run an effective complaints handling unit, considering both the point of view of the complainer and the implications for staff on the receiving end. With the help of case studies and examples drawn from the private and public sectors he identifies the principles and practices involved. The book ends with a summary of key points and details of where to find further advice and information. This is above all a practical guide. It is all too easy to regard complaints as a pain to be avoided or a nuisance to be got rid of as fast as possible. In fact, as Tom Williams demonstrates, they can be a valuable source of information, of customer satisfaction and, ultimately, of improvements in both reputation and profitability.