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Complaint Administration System
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Book Synopsis Complaint Administration System by : United States. Office of Federal Contract Compliance Programs
Download or read book Complaint Administration System written by United States. Office of Federal Contract Compliance Programs and published by . This book was released on 1985 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Effective Complaint Management by : Bernd Stauss
Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Complaint Administration System (CAS) by : United States. Office of Federal Contract Compliance Programs
Download or read book Complaint Administration System (CAS) written by United States. Office of Federal Contract Compliance Programs and published by . This book was released on 1986 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by : Alireza Faed
Download or read book An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry written by Alireza Faed and published by Springer Science & Business Media. This book was released on 2013-06-12 with total page 366 pages. Available in PDF, EPUB and Kindle. Book excerpt: This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). After a comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This new methodology, in contrast to previous ones, is able to handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solution to the major complaints of the key customers, hence promoting business development. The thesis also describes the successful application of the method to a real-world case, represented by the immeasurable truck drivers complaints at the Fremantle port in Western Australia.
Book Synopsis Complaint Administration System by : United States. Office of Federal Contract Compliance Programs
Download or read book Complaint Administration System written by United States. Office of Federal Contract Compliance Programs and published by . This book was released on 1985 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Complaint Management Excellence by : Sarah Cook
Download or read book Complaint Management Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2012-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Download or read book Managing Consumer Complaints written by and published by . This book was released on 1981 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Consumer Action Handbook written by and published by . This book was released on 2003 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Chinese Complaint Systems by : Qiang Fang
Download or read book Chinese Complaint Systems written by Qiang Fang and published by Routledge. This book was released on 2013-01-25 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Complaint systems have existed in China for many years, and in 2004, a debate took place in the People’s Republic of China (PRC) over the Letters and Visits System (xinfang zhidu), which was designed to allow people to register complaints with the upper levels of the government. However, both parties generally overlooked several different complaint systems that had preceded the Letters and Visits System during China’s history. Indeed, despite the rich heritage of numerous complaint systems throughout China’s past, most studies of complaint systems in China have paid little attention to the origins, development, practices, impact, and nature of similar institutions in the longue durée of Chinese history. Presenting a comprehensive study of complaint systems in Chinese history from early times to the present, this important book fills the gap in existing literature on complaint systems in China. Drawing on primary sources, Qiang Fang analyses the significance of continuities and changes in historical complaint systems for contemporary China, where the state continues to be nominally strong, but actually fragile. Unlike other major theories of popular resistance to the state in China, such as ‘everyday resistance’, ‘rightful resistance’ and resistance ‘as legal rights’, this book develops the theory that behind Chinese complaint systems, there was a mentality of ‘natural resistance’ that has been deeply embedded in Chinese culture, political philosophy, and folk religion for millennia. Given this history, Fang concludes that it is likely that some form of complaint system will continue to exist, and by helping to mitigate the increasing demands of the Chinese state on the Chinese, will serve to strengthen the state. An essential contribution understanding the strengths, weaknesses, and various roles of the Letters and Visits System in contemporary China, as well as the systems that have preceded it throughout China’s long history, this book will be of huge interest to students and scholars of Chinese history, politics and law.
Book Synopsis Federal Information Sources & Systems by :
Download or read book Federal Information Sources & Systems written by and published by . This book was released on with total page 1212 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Triple Customer Complaints by : James G. Shaw
Download or read book Triple Customer Complaints written by James G. Shaw and published by Lulu.com. This book was released on 2011-06-23 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer who complains is saying, "If only you will correct the situation, I will continue doing business with you." Seeing our organizations as our customers do is critical to achieving excellence. "Triple Customer Complaints" helps determine how customers define excellence and establishes quantifiable ways to improve processes in order to meet - and exceed - customer expectations. Written for executives and process owners facing the real-world challenge of creating and keeping customers, it shows readers: 1) How to walk in the customers' shoes to identify which quality and operational performance measures should be tracked. 2) How to define all aspects of a process as perceived by customers using a structured roadmap. 3) How to use process qualification to achieve early, measurable results. 4) How to create a complaint management system that vacuums up all valid customer complaints. 5) How to identify and map an organization's processes to ensure that the customer's point of view is primary.
Book Synopsis System of Records Used by the Veterans Administration by : United States. Veterans Administration
Download or read book System of Records Used by the Veterans Administration written by United States. Veterans Administration and published by . This book was released on 1988 with total page 154 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Standards for Management Systems by : Herfried Kohl
Download or read book Standards for Management Systems written by Herfried Kohl and published by Springer Nature. This book was released on 2020-02-19 with total page 819 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book guides readers through the broad field of generic and industry-specific management system standards, as well as through the arsenal of tools that are needed to effectively implement them. It covers a wide spectrum, from the classic standard ISO 9001 for quality management to standards for environmental safety, information security, energy efficiency, business continuity, laboratory management, etc. A dedicated chapter addresses international management standards for compliance, anti-bribery and social responsibility management. In turn, a major portion of the book focuses on relevant tools that students and practitioners need to be familiar with: 8D reports, acceptance sampling, failure tree analysis, FMEA, control charts, correlation analysis, designing experiments, estimating parameters and confidence intervals, event tree analysis, HAZOP, Ishikawa diagrams, Monte Carlo simulation, regression analysis, reliability theory, data sampling and surveys, testing hypotheses, and much more. An overview of the necessary mathematical concepts is also provided to help readers understand the technicalities of the tools discussed. A down-to-earth yet thorough approach is employed throughout the book to help practitioners and management students alike easily grasp the various topics.
Book Synopsis Service Management by : Jay Kandampully
Download or read book Service Management written by Jay Kandampully and published by Springer Science & Business Media. This book was released on 2011-12-09 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University
Book Synopsis Cases and Materials on Constitutional and Administrative Law by : Brian Thompson
Download or read book Cases and Materials on Constitutional and Administrative Law written by Brian Thompson and published by Oxford University Press, USA. This book was released on 2014 with total page 737 pages. Available in PDF, EPUB and Kindle. Book excerpt: Filling a need for a case and materials book on constitutional and administrative law, this textbook reflects the latest thinking particularly in relation to the European Communities.
Book Synopsis Resolving Patient Complaints by : Liz Osborne
Download or read book Resolving Patient Complaints written by Liz Osborne and published by Jones & Bartlett Learning. This book was released on 2004 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Artificial Intelligence for Customer Relationship Management by : Boris Galitsky
Download or read book Artificial Intelligence for Customer Relationship Management written by Boris Galitsky and published by Springer Nature. This book was released on 2020-12-23 with total page 474 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer. After we learn to detect fake content, deception and hypocrisy, we examine the domain of customer complaints. We simulate mental states, attitudes and emotions of a complainant and try to predict his behavior. Having suggested graph-based formal representations of complaint scenarios, we machine-learn them to identify the best action the customer support organization can chose to retain the complainant as a customer.
