Publisher's Synopsis
In my career, there was a period when, by a twist of fate, I worked in handling public complaints. The duration was neither particularly long nor particularly short. The number of cases I dealt with was not quite a thousand, but not far from it either. Perhaps I didn't even realize at the time that my personality and traits were well-suited for handling complaints. I have a spirit of getting to the root of things, high integrity and patient character, a warm attitude toward others, and a love for listening to what people have to say. Over the years, many members of the public have given me high praise.
I believe that, as long as there is a good mechanism and fair treatment, most people could take on the role of handling complaints. Of course, some individuals may be more naturally suited for it. Therefore, in many cases, it is due to the sudden change in the organization's attitude, or the senior level and frontline are not on the same front that employees end up with an increasing workload, feeling helpless and frustrated. If only organizations adhered to principles, acted selflessly and fearlessly, handling complaints wouldn't be such a complicated matter. Unfortunately, many organizations, whether local or international, fail to achieve this. They often say one thing to people and another to different entities. Claiming to be invincible, but in reality... This leaves frontline or responsible employees at a loss, intensifies their stress, and deepens their feelings of disappointment and discouragement. This was also one of the reasons why I ultimately resigned from my position handling complaints. Well, I'm writing this e-book now. Aside from certain cases being so intriguing or thought-provoking that it would have been a pity not to document them, I also hope that everyone understands the saying, 'It takes all kinds to make a world.' As for Hong Kong being labeled the 'Complaint Capital, ' whether this is an exaggeration is something readers can judge for themselves through this book
