PPT-What people want: expectations of complaint handling

Ombudsman Association conference 14 amp 15 May 2015 Changing with the times effective complaint handing in the 21th century Naomi Creutzfeldt ESRC Research Fellow Centre for SocioLegal Studies. com Driving license Yes PERSONAL SKILLS Excellent communicator Good problem solver Attention to detail Team player Hayley Cummings ustomer ervice resume PERSONAL SUMMARY A motivated resilient and compelling ly persuasive individual who loves nothing Complaints are responded to promptly handled objectively fairly and confidentially Remedies are provided where complaints are upheld and there is a system for review There are clear accountabilities for complaint handling and complaints are used to We operate across the whole of the economy persuading businesses public services and policymakers to put consumers at the heart of what they do Consumer Focus tackles the issues that matter to consumers and aims to give people a stronger voice We do The World Bank. Grievance Redress Mechanisms in Bank Projects. by . Sanjay . Agarwal. . November 15, 2011. (Problem-Solving Approaches for Projects Session, LJD Week). Status of Grievance Redress. in Bank Projects. Approach in Ireland & . South Korean . ‘. e-people’ system. Jacqui Mc Crum & Liam Duffy. South Korean . Experience. Ombudsman . launched . 1994. 2008 launch of the Anti-Corruption & Civil Rights Commission (ACRC). Dealing with unreasonable complaint conduct. .. Healthcare Complaints Management Conference.. 19. th. November 2015. Royal Marine Hotel . Dun Laoghaire. Dr Nick Flynn . IMC 21468. GP . Partner. GP to Garda Prisoners. Abdulsalam. A. OZIGIS. Assistant Director. (FCT ). NAFDAC Abuja. abdulsalamozigi@yahoo.com. , . ozigis.a@nafdac.gov.ng. 08037024035. At. ONE-DAY NAFDAC / NIFST WORKSHOP ON CURRENT HYGIENE AND SANITARY PRACTICES FOR FOOD HANDLERS . “Leaders and teachers share a trade secret– that when they expect high performance of their charges, they increase the likelihood of high performance.”. -John Gardner, Secretary of Health, Education, and Welfare, 1965-1968. Abdulsalam. A. OZIGIS. Assistant Director. (FCT ). NAFDAC Abuja. abdulsalamozigi@yahoo.com. , . ozigis.a@nafdac.gov.ng. 08037024035. At. ONE-DAY NAFDAC / NIFST WORKSHOP ON CURRENT HYGIENE AND SANITARY PRACTICES FOR FOOD HANDLERS . Nick Nurden. The Ridge Medical Practice. Bradford, West Yorkshire. Introduction. What is an unreasonable complaint?. What causes unreasonable complaint behaviour?. Managing unreasonable complaints. What if matters cannot be satisfactorily resolved?. To examine how to handle difficult customers.. To show the benefits of handling complaints correctly.. To analyze the handling complaints cycle.. To discuss the business advantages of proper customer service. . Habits, Patterns, and Thoughts That Go Bump in the Night. To paraphrase: “It’s the thinking, stupid.”. © George Sewell. But first,. a little exercise.. It’s all about managing change…. JOY. Rothschild & Co Bank International LimitedSt Julian’s Court, St Peter Port, Guernsey, GY1 3BPTelephone: +44 (0)1481 713713rothschildandco.comRegistered number 1088 GuernseyRegistered of񦀆 -John Gardner, Secretary of Health, Education, and Welfare, 1965-1968. CTM. “Set expectations” is the first step in CTM. Expectations let subordinates know what is required of them so they have every chance of doing the task correctly.