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  • Writer's pictureHans Lauterbach

Handling Complaints


There are two ways to look at a complaint:

either as something which is difficult and basically negative or, conversely, as a chancefor us  to improve and strengthen our client relations.


Only the latter helps to handle the complaint effectively: it allows to have a positive and constructive attitude in his search for a stisfactory solution for the client. The principal steps of this search are outlined here.


get the working paper under following Link:




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