Factsheet Complaints handling November 2007 Need more information? Call Consumer Affairs Victoria on 1300 55 81 81. Quick tip Successful businesses work hard to keep their customers satisfied. Although prevention is better than cure‚ it is almost inevitable that at some stage you will receive a customer complaint. Don’t presume a customer complaint is a negative experience because‚ if handled well‚ it can be a valuable learning tool. An effective complaints handling system needs someone
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COMPLAINT HANDLING Complaints 1. What causes people to complain? Why they don’t complain? Why do complaints occur? Complaints occur due to: - ← Delay ← Bad product ← Bad service ← Wrong/Incomplete Information ← A promise that is not kept 2. Why complaints need to be handled? ← Increase brand loyalty ← Improve on quality ← To gain an edge over the competitor ← To retain customers ← To stop unsatisfied customer from spreading bad word of mouth ← To strengthen the buyer-seller
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HSC 2028 Outcome 1 The learner can: Outline the anatomy and physiology of the human body in relation to the importance of correct moving and positioning of individuals The anatomy which is the physical structure of the body and the physiology which is the normal functions of the body help us to move our limbs. Muscles work like leavers and this allow the bones at a joint to work like hinges. When moving someone it is important to remember that the muscles can only move the joint as far as
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[pic] |[pic] | | |REPORT | |HANDLING CONFLICT | |CASE STUDY: “The social network” | |
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CHAPTER-1 INTRODUCTION TO HEALTHCARE INDUSTRY The health care industry‚ or medical industry‚ is a sector within the economic system that provides goods and services to treat patients with curative‚ preventive‚ rehabilitative‚ palliative‚ or‚ at times‚ unnecessary care. The modern health care sector is divided into many sub-sectors‚ and depends on interdisciplinary teams of trained professionals and paraprofessionals to meet
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N.V.Q. ADMINISTRATION OF MEDICATION AND MONITORING ITS EFFECTS. BY ANDREW CARTMELL. Q.1. The Health and Safety at Work etc Act 1974‚ was introduced to place responsibility for health and safety on the employer but also on the employee’s. To ensure Health and Safety was maintained in the workplace. In relation to the administration of medication‚ your employer has a responsibility to ensure policies and procedures are up to date and accessible at all times. Also to provide adequate training to
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GRIEVANCE HANDLING Introduction It is a Universal fact that where ever human beings are involved‚ of certain there will be discontents and dissatisfaction‚ even though it may superbly be best managed organizations. But‚ it does not mean that by thinking so‚ the management can ignore the grievance of the employees. Accumulation of dissatisfaction may result in severe conflicts and litigations‚ hampering the peace and work‚ for which the majority of the human being aspires. Further‚ it is observed
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the brain to help children gain focus. Having said that‚ more and more children are taking Ritalin‚ but are too many taking it for the wrong reasons? Today we see children act out in class‚ call it a behavioral problem‚ and immediately put them on medication. Medicating children with Ritalin should be a last resort; doctors‚ parents‚ and teachers seemed to be using it as a first response. ADHD is a common behavioral disorder found more in boys and is characterized by poor concentration‚ distractibility
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Handling Meetings The secretary’s role at meetings The Secretary is crucial to the smooth running of a Management Committee meeting. This involves activities before‚ during and after Committee meetings. In order to be effective‚ the Secretary of the Management Committee should ensure that they carry out the following activities: Before the Meeting * Consult with the Chairperson on the order of business for the meeting‚ and the way in which it should be dealt with on the agenda. Decide what
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GENERAL WORKING AND DESCRIPTION OF COAL HANDLING PLANT In thermal power station‚ Coal is a principal fuel and hence a careful thought is given to the design and layout of the coal handling plant. As the consumption of coal is very large‚ the design and layout of a coal handling plant should be simple but robust with a view to reduce the maintenance and running cost to the lowest possible figure consistent to reliability. Mode of Coal Transportation : Coal is brought to the power station by three
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