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Dealing with Complaints Curriculum Training 37 Show the slide to highlight the need for customer-orientated processes.
15 – Managing complaints – for continual improvement
AC5 – HOW YOU CAN CONTRIBUTE
In the full group of delegates, ask for their ideas for how they can contribute Log the complaint
Monitor customer satisfaction Management analysis – common factors or trends?
Management review – how do we stop this happening?
Continual improvement – better systems and training Deal with the immediate complaint |