Guide To Complaint Handling

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Resolving Patient Complaints

Author : Liz Osborne
Publisher : Jones & Bartlett Learning
ISBN 13 : 9780763726225
Total Pages : 252 pages
Book Rating : 4.7/5 (262 download)

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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.

Complaint Management Excellence

Author : Sarah Cook
Publisher : Kogan Page Publishers
ISBN 13 : 074946531X
Total Pages : 208 pages
Book Rating : 4.7/5 (494 download)

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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.

How To Complain

Author : Scott Dixon
Publisher : Independently Published
ISBN 13 : 9781090759658
Total Pages : 0 pages
Book Rating : 4.7/5 (596 download)

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Book Synopsis How To Complain by : Scott Dixon

Download or read book How To Complain written by Scott Dixon and published by Independently Published. This book was released on 2019-03-17 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: As featured in the Daily Mail and BBC Radio Scotland. Are you fed up of being fobbed off when you have a legitimate complaint? Do you simply think it's the way of the world and there is nothing you can do about it? Think again! I can show you how to effectively complain to get fast results and good compensation with the minimum of effort and fuss on your part. This isn't about complaining for the sake of it - this is about effectively complaining to hold individuals and firms to account, seek redress, raise standards and improve customer service for everyone. My book spans 7 consumer laws including the Consumer Rights Act 2015, the General Data Protection Regulation Act ("GDPR") 2018, Freedom of Information Act, Small Claims, the Misrepresentation Act 1967, the role of the Ombudsman and various aspects of the Road Traffic Act including pothole claims, parking tickets, speeding offences, car hire contracts and other motoring scenarios over 3 jurisdictions namely the Isle of Man, Scotland and England and Wales. Throughout the book I refer to real life cases and give you all the tools you need to win disputes. There are templates and guidance on legislation to seal your case from the outset and secure a quick resolution in your favour. This second edition has been updated due to the introduction of the General Data Protection Regulation Act 2018 ("GDPR"), which has replaced the Data Protection Act 1998 (2002 in the Isle of Man).

The Essential Guide to Handling Workplace Harassment & Discrimination

Author : Deborah England
Publisher : NOLO
ISBN 13 : 9781413310498
Total Pages : 330 pages
Book Rating : 4.3/5 (14 download)

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Book Synopsis The Essential Guide to Handling Workplace Harassment & Discrimination by : Deborah England

Download or read book The Essential Guide to Handling Workplace Harassment & Discrimination written by Deborah England and published by NOLO. This book was released on 2009 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Considers the practical realities of applying the law on a day-to-day basis and answers all the common questions, covering: what harrassment is and how to stop it, when and how discrimination occurs, how to conduct training, how to handle employee complaints, and much more. Original.

Corporate Guide to Effective Complaint Management

Author : M. Lauren Basham
Publisher :
ISBN 13 :
Total Pages : 66 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis Corporate Guide to Effective Complaint Management by : M. Lauren Basham

Download or read book Corporate Guide to Effective Complaint Management written by M. Lauren Basham and published by . This book was released on 1994 with total page 66 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Consumer Action Handbook

Author :
Publisher :
ISBN 13 :
Total Pages : 178 pages
Book Rating : 4.:/5 (3 download)

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Book Synopsis The Consumer Action Handbook by :

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:

Complaint and Referral Handling

Author : Clair E. Villano
Publisher :
ISBN 13 :
Total Pages : 36 pages
Book Rating : 4.:/5 (327 download)

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Book Synopsis Complaint and Referral Handling by : Clair E. Villano

Download or read book Complaint and Referral Handling written by Clair E. Villano and published by . This book was released on 1980 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Handling Customer Complaints

Author : Lemuel Dowdy
Publisher :
ISBN 13 :
Total Pages : 32 pages
Book Rating : 4.:/5 (318 download)

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Book Synopsis Handling Customer Complaints by : Lemuel Dowdy

Download or read book Handling Customer Complaints written by Lemuel Dowdy and published by . This book was released on 1980 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:

To Sell Is Human

Author : Daniel H. Pink
Publisher : Penguin
ISBN 13 : 1101597070
Total Pages : 274 pages
Book Rating : 4.1/5 (15 download)

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Book Synopsis To Sell Is Human by : Daniel H. Pink

Download or read book To Sell Is Human written by Daniel H. Pink and published by Penguin. This book was released on 2012-12-31 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Look out for Daniel Pink’s new book, When: The Scientific Secrets of Perfect Timing #1 New York Times Business Bestseller #1 Wall Street Journal Business Bestseller #1 Washington Post bestseller From the bestselling author of Drive and A Whole New Mind, and teacher of the popular MasterClass on Sales and Persuasion, comes a surprising--and surprisingly useful--new book that explores the power of selling in our lives. According to the U.S. Bureau of Labor Statistics, one in nine Americans works in sales. Every day more than fifteen million people earn their keep by persuading someone else to make a purchase. But dig deeper and a startling truth emerges: Yes, one in nine Americans works in sales. But so do the other eight. Whether we’re employees pitching colleagues on a new idea, entrepreneurs enticing funders to invest, or parents and teachers cajoling children to study, we spend our days trying to move others. Like it or not, we’re all in sales now. To Sell Is Human offers a fresh look at the art and science of selling. As he did in Drive and A Whole New Mind, Daniel H. Pink draws on a rich trove of social science for his counterintuitive insights. He reveals the new ABCs of moving others (it's no longer "Always Be Closing"), explains why extraverts don't make the best salespeople, and shows how giving people an "off-ramp" for their actions can matter more than actually changing their minds. Along the way, Pink describes the six successors to the elevator pitch, the three rules for understanding another's perspective, the five frames that can make your message clearer and more persuasive, and much more. The result is a perceptive and practical book--one that will change how you see the world and transform what you do at work, at school, and at home.

NGO Accountability

Author : Lisa Jordan
Publisher : Routledge
ISBN 13 : 1136560424
Total Pages : 271 pages
Book Rating : 4.1/5 (365 download)

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Book Synopsis NGO Accountability by : Lisa Jordan

Download or read book NGO Accountability written by Lisa Jordan and published by Routledge. This book was released on 2012-05-04 with total page 271 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the fastest growing segment of civil society, as well as featuring prominently in the global political arena, NGOs are under fire for being 'unaccountable'. But who do NGOs actually represent? Who should they be accountable to and how? This book provides the first comprehensive examination of the issues and politics of NGO accountability across all sectors and internationally. It offers an assessment of the key technical tools available including legal accountability, certification and donor-based accountability regimes, and questions whether these are appropriate and viable options or attempts to 'roll-back' NGOs to a more one-dimensional function as organizers of national and global charity. Input and case studies are provided from NGOs such as ActionAid, and from every part of the globe including China, Indonesia and Uganda. In the spirit of moving towards greater accountability the book looks in detail at innovations that have developed from within NGOs and offers new approaches and flexible frameworks that enable accountability to become a reality for all parties worldwide.

Principles of Dispute Resolution

Author : David Spencer
Publisher :
ISBN 13 : 9780455237985
Total Pages : 374 pages
Book Rating : 4.2/5 (379 download)

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Book Synopsis Principles of Dispute Resolution by : David Spencer

Download or read book Principles of Dispute Resolution written by David Spencer and published by . This book was released on 2016 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: Principles of Dispute Resolution 2nd edition has been revised to provide up-to-date commentary on the development of the law. In particular, the text focuses on the new and amended legislation in both State and federal jurisdictions, along with the developing case law on dispute resolution. Topics covered by this work include -- What is dispute resolution? -- Negotiation -- Mediation -- Arbitration -- Additional dispute resolution processes such as: conciliation; partnering; dispute review advisers and boards; and adjudication, appraisals and determinations -- Jurisdictional hybrids of dispute resolution such as: collaborative law; restorative justice; combined processes; and online dispute resolution -- Statutory dispute resolution schemes -- Legal issues such as: confidentiality; privilege; immunity; enforceability of settlement agreements; and enforceability of dispute resolution clauses in contracts -- Ethics and standards -- The future of dispute resolution.

The Customer Rules

Author : Lee Cockerell
Publisher : Crown Currency
ISBN 13 : 0770435610
Total Pages : 210 pages
Book Rating : 4.7/5 (74 download)

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Book Synopsis The Customer Rules by : Lee Cockerell

Download or read book The Customer Rules written by Lee Cockerell and published by Crown Currency. This book was released on 2013-03-05 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The Complete Guide to Customer Service

Author : Linda M. Lash
Publisher :
ISBN 13 :
Total Pages : 234 pages
Book Rating : 4.:/5 (319 download)

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Book Synopsis The Complete Guide to Customer Service by : Linda M. Lash

Download or read book The Complete Guide to Customer Service written by Linda M. Lash and published by . This book was released on 1989-01-17 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents the ten key guidelines for moving an organization to service excellence and keeping it there. Illustrates principles with down-to-earth examples for both large and small companies, giving readers a wide range of situations with which they can identify. The guidelines cover all the relevant functional areas, such as training, advertising, daily operations, finance, etc. Also shows the nineteen functions for maintaining a successful complaint handling unit. Each chapter concludes with separate lists of guidelines for chief executives, front line service personnel, back-office support, and middle management.

Model Rules of Professional Conduct

Author : American Bar Association. House of Delegates
Publisher : American Bar Association
ISBN 13 : 9781590318737
Total Pages : 216 pages
Book Rating : 4.3/5 (187 download)

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Book Synopsis Model Rules of Professional Conduct by : American Bar Association. House of Delegates

Download or read book Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.

The Guide to the HAP Standard

Author : Humanitarian Accountability Partnership
Publisher : Oxfam
ISBN 13 : 085598600X
Total Pages : 251 pages
Book Rating : 4.8/5 (559 download)

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Book Synopsis The Guide to the HAP Standard by : Humanitarian Accountability Partnership

Download or read book The Guide to the HAP Standard written by Humanitarian Accountability Partnership and published by Oxfam. This book was released on 2008 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide provides everything needed for humanitarian agencies and practitioners who want to improve their accountability and quality systems and are aiming for HAP certification. It will also be useful to government departments and international bodies interested in accountability and good practice in the humanitarian sector.

Effective Complaint Management

Author : Bernd Stauss
Publisher : Springer
ISBN 13 : 3319987054
Total Pages : 496 pages
Book Rating : 4.3/5 (199 download)

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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.

Hospitality, Travel, and Tourism: Concepts, Methodologies, Tools, and Applications

Author : Management Association, Information Resources
Publisher : IGI Global
ISBN 13 : 1466665440
Total Pages : 1655 pages
Book Rating : 4.4/5 (666 download)

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Book Synopsis Hospitality, Travel, and Tourism: Concepts, Methodologies, Tools, and Applications by : Management Association, Information Resources

Download or read book Hospitality, Travel, and Tourism: Concepts, Methodologies, Tools, and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2014-10-31 with total page 1655 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.