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Complaints And Quality Management

Quality through customer service

Complaints and Quality Management

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Vintage Video Arts

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This witty programme makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer – and that’s a problem that crops up repeatedly because no-one has attempted to solve the underlying issue.

This humorous drama follows the disgruntled manager of a retail operation, who responds to this problem by conducting a witch-hunt. Eventually, she comes to realise that it is better to research the problem without apportioning blame to individuals. She also learns that it’s important to let the people involved find a solution – which means getting different departments to talk to each other.

Managers will learn how every complaint can be used to improve the quality process, and recognise the fundamental importance of allowing staff to solve the problems and propose solutions that can be monitored against agreed targets.

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Mark Helen Baxendale
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