Handling Complaints
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Author | : Bernd Stauss |
Publisher | : Springer |
Total Pages | : 496 |
Release | : 2019-01-31 |
Genre | : Business & Economics |
ISBN | : 3319987054 |
This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Author | : Jay Baer |
Publisher | : Portfolio |
Total Pages | : 240 |
Release | : 2016-03 |
Genre | : Business & Economics |
ISBN | : 1101980672 |
Includes a detachable folded poster of "The Hatrix."
Author | : Angelena Boden |
Publisher | : Pocketbooks |
Total Pages | : 113 |
Release | : 2015-04-30 |
Genre | : Business & Economics |
ISBN | : 1908284471 |
Looks at why people complain and how they go about it. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques that can be used to turn complainants into loyal customers.
Author | : Lemuel Dowdy |
Publisher | : |
Total Pages | : 32 |
Release | : 1980 |
Genre | : Consumer complaints |
ISBN | : |
Author | : Great Britain. National Audit Office |
Publisher | : The Stationery Office |
Total Pages | : 56 |
Release | : 2008 |
Genre | : Medical |
ISBN | : 9780102954296 |
There are currently two separate statutory processes for handling complaints about health and social care services. NHS organisations are accountable to the Department of Health and social care services are accountable through their local authority, whilst adult social care rests with the Department. There are differences in the numbers of stages and timescales involved, and in the arrangements for advocacy support and independent investigation. The Health Service Ombudsman is responsible for the ultimate review and decision on NHS complaints and the Local Government Ombudsman for social care complaints. The NAO is this report (HCP 853, session 2007-08), has undertaken an evaluation of existing performance, capability, capacity and costs of complaints handling in both health and adult social care. The NAO has set out a number of findings and recommendations, including: that where people are dissatisfied, there is a low number who make formal complaints; that navigating the complaints systems is not straightforward, partcularly for health service users; only a small proportion of NHS complainants are aware, or receive national advocacy support; that the culture and attitudes of the organisations are often a barrier to responsive complaint handling; neither the health or social care organisations know the cost of complaints handling; that pursuing a complaint requires considerable time, determination and resilience.
Author | : United States. Congress. Senate. Committee on Governmental Affairs |
Publisher | : |
Total Pages | : 158 |
Release | : 1977 |
Genre | : Discrimination in employment |
ISBN | : |
Author | : Management Association, Information Resources |
Publisher | : IGI Global |
Total Pages | : 1655 |
Release | : 2014-10-31 |
Genre | : Business & Economics |
ISBN | : 1466665440 |
Over generations, human society has woven a rich tapestry of culture, art, architecture, and history, personified in artifacts, monuments, and landmarks arrayed across the globe. Individual communities are looking to exploit these local treasures for the benefit of the travelers who come to see them. Hospitality, Travel, and Tourism: Concepts, Methodologies, Tools, and Applications considers the effect of cultural heritage and destinations of interest on the global economy from the viewpoints of both visitor and host. This broadly-focused, multi-volume reference will provide unique insights for travelers, business leaders, sightseers, cultural preservationists, and others interested in the unique variety of human ingenuity and innovation around the world.
Author | : Liz Osborne |
Publisher | : Jones & Bartlett Learning |
Total Pages | : 252 |
Release | : 2004 |
Genre | : Health facilities |
ISBN | : 9780763726225 |
Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, As well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, As a result, greatly reduce risk management claims. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.
Author | : Lee Cockerell |
Publisher | : Crown Currency |
Total Pages | : 210 |
Release | : 2013-03-05 |
Genre | : Business & Economics |
ISBN | : 0770435610 |
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Author | : James E. Wallace |
Publisher | : |
Total Pages | : 80 |
Release | : 1985 |
Genre | : Discrimination in housing |
ISBN | : |