Customer satisfaction is crucial to the organisation's future. This TMI book provides golden rules and practical solutions for processing verbal and written complaints. It contains many relevant cases from some of the world's most outstanding service companies.

The book contains a tool for surveying and developing the organisation's complaints culture. When using the tool all employees acquire greater understanding of what it takes to treat a complaint as a gift.

A real best-seller
Total sales are now approaching 100,000 copies around the world, putting it in the top 4% of all business books sold and on the best-selling list of Amazon customer service books.

Available in Dutch, Finnish, English, German, Korean, Portuguese and Swedish.

Order your TMI books directly over the Internet. Visit our Time Manager Internet shop at www.timemanager.com - Select your country or language area, the country nearest to you or our international shop to view our complete range of books, tools, tests, and accessories.

You can also choose to order this book through the world's largest bookstore: Amazon.co.uk (for customers in Europe) or Amazon.com (for customers in the rest of the world, including USA).