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ARCHIVED - Quality Service - Effective Complaint Management (Guide XI)


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Table Of Contents

Foreword 

Acknowledgements 

INTRODUCTION 

I. WHY DO PEOPLE COMPLAIN?

II. SELF-ASSESSMENT OF COMPLAINT MANAGEMENT SYSTEMS 

III.  SETTING UP A COMPLAINT MANAGEMENT SYSTEM 

1. The Complaint Management System 

2. The Complaint Handling System 

IV.  CONCLUSION 

APPENDIX A

APPENDIX B 

APPENDIX C 

APPENDIX D