Principles Of Good Complaint Handling
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Principles Of Good Complaint Handling
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Author :
language : en
Publisher:
Release Date : 2008
Principles Of Good Complaint Handling written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Consumer complaints categories.
Guide To Principles Of Good Complaint Handling
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Author : British and Irish Ombudsman Association
language : en
Publisher:
Release Date : 2007
Guide To Principles Of Good Complaint Handling written by British and Irish Ombudsman Association and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Complaints (Administrative procedure) categories.
Responsive And Accountable
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Author : Great Britain: Parliamentary and Health Service Ombudsman
language : en
Publisher: The Stationery Office
Release Date : 2011-10-25
Responsive And Accountable written by Great Britain: Parliamentary and Health Service Ombudsman and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-10-25 with Political Science categories.
This report reveals complaint handling across government to be inconsistent, haphazard and unaccountable, operating without any overarching design, overall standards or common performance framework. This is unhelpful for people who want to change their experience of interacting with a public service by making a complaint. It also means opportunities to improve public services through complaint handling are being missed. There is no shared view across government of the standard of complaint handling that a member of the public can reasonably expect. Complainants may be required to navigate anything between one and four stages of a complaint procedure before 'local resolution' is completed and the complainant can bring their complaint to the Ombudsman. The absence of any clear methodology or machinery to share best practice, or ensure lessons from complaints are learnt across government departments, increases the likelihood of the same mistakes being repeated again and again. The Ombudsman's Principles of Good Complaint Handling are a good starting point for government in the task of ensuring that all departments share an understanding of the importance of fairness, transparency, and accountability. But there is a need for strong leadership from the top, committed to developing a culture across the civil service that values complaints. The report covers the survey of departments, case studies, and gives statistics on complaint handling and the financial costs of poor complaint handling.
Effective Complaint Management
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Author : Bernd Stauss
language : en
Publisher: Springer
Release Date : 2019-01-31
Effective Complaint Management written by Bernd Stauss and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-31 with Business & Economics categories.
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.
Complaint Handling And Service Recovery
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Author : Jochen Wirtz
language : en
Publisher: Ws Professional
Release Date : 2017
Complaint Handling And Service Recovery written by Jochen Wirtz and has been published by Ws Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Business & Economics categories.
Preface -- Introduction -- Customer complaining behavior -- Customer responses to effective service recovery -- Principles of effective service recovery systems -- Service guarantees -- Discouraging abuse and opportunistic customer behaviour -- Conclusion -- Summary -- Endnotes
Improving Public Service
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Author : Great Britain. Parliamentary and Health Service Ombudsman
language : en
Publisher: The Stationery Office
Release Date : 2008
Improving Public Service written by Great Britain. Parliamentary and Health Service Ombudsman and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Medical categories.
The Parliamentary and Health Service Ombudsman responsible for investigating complaints regarding whether governmental departments, agencies and some other public bodies in the United Kingdom, and the National Health Service (NHS) in England, have acted properly or fairly, or have provided poor service. This is the first report from the Parliamentary and Health Service Ombudsman of the new 2008-09 session, and sets out 20 cases that the Ombudsman believes illustrate good and poor practice in dealing with complaints from the public, and further demonstrate how things might have been handled differently if the public body concerned had in the mind the Ombudsman's three sets of principles on: good administration; remedy; and complaint handling.
Small Mistakes Big Consequences
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Author : Great Britain: Parliamentary and Health Service Ombudsman
language : en
Publisher: Stationery Office
Release Date : 2009-11-19
Small Mistakes Big Consequences written by Great Britain: Parliamentary and Health Service Ombudsman and has been published by Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-19 with Political Science categories.
This digest is designed to illustrate how small mistakes by big public bodies can have a disproportionate impact on those they are attempting to serve, and on the public purse. Valuable lessons can be learnt from these eleven cases. They illustrate how things went wrong; how the original mistakes could have been avoided; and how they could quite easily have been put right sooner. The cases come from a range of public bodies and all demonstrate how things might have been handled differently if the public body had borne the Ombudsman's "principles of good administration", "Principles of good complaint handling" and "Principles for remedy" in mind when delivering their service. Three clear themes emerge: being careless with information; delay; poor complaint handling.
A Good Practice Guide For Effective Complaint Handling
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Author :
language : en
Publisher:
Release Date : 1997
A Good Practice Guide For Effective Complaint Handling written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Complaints (Administrative procedure) categories.
Defending The Indefensible
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Author : Great Britain: Parliamentary and Health Service Ombudsman
language : en
Publisher: The Stationery Office
Release Date : 2011-09-14
Defending The Indefensible written by Great Britain: Parliamentary and Health Service Ombudsman and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-14 with Technology & Engineering categories.
This report concerns a complaint by Mr A (now deceased) and his siblings, who were British civilians interned by the Japanese in Singapore in 1945. In 2000 they applied to the compensation scheme set up by the British Government to recognise the 'debt of honour' owed by the UK to British prisoners of war and civilian internees. They were initially denied compensation because they did not have a close enough link to the UK to qualify, but received a £500 payment and an apology following the Ombudsman's intervention. In 2007, the MoD set up a further scheme to compensate those whose applications to the original scheme were wrongly rejected. Mr A's family was invited to apply to this second scheme, but their application was refused and they were told that the previous apology and payment had been given to them in error. The investigation found that Mr A and his siblings were subjected to prolonged and aggravated distress by the British Government during the 10 years that they struggled to resolve their compensation claims with the MoD. The MoD mismanaged the administration of the second compensation scheme and had incorrectly and offensively retracted a previous apology issued to them. The Secretary of State for Defence should apologise personally to the family and pay them the compensation wrongly denied to them (£4,000 each) plus a further £5,000 each in recognition of the distress they suffered. The MoD has accepted all the recommendations and will launch its own review of what went wrong
Putting Things Right
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Author : Great Britain. Parliamentary and Health Service Ombudsman
language : en
Publisher: The Stationery Office
Release Date : 2009
Putting Things Right written by Great Britain. Parliamentary and Health Service Ombudsman and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Complaints (Administrative procedure) categories.
In 2007-08 the Parliamentary Ombudsman received 7,341 complaints about government departments and a range of other public bodies. Of these, 2,574 were about the Department for Work and Pensions (DWP). This is not surprising given the size and nature of DWP's business, serving as they do over 20 million customers at any one time. It is understandable, even inevitable, that mistakes will happen. What is important is how DWP dealt with the complaints arising from mistakes. Many, but by no means all, of the complaints received could have been resolved much sooner and by DWP themselves, if the complaint handling had been more customer focused. This report contains an anonymised digest of selected cases, highlighting poor information, delays, poor record-keeping, poor communication. Local resolution of complains should be the most efficient way to secure an appropriate outcome. It is hoped the report will encourage DWP to seek ways to improve the service they provide to citizens.