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Customer Complaints (Ombudsman) Aoife Nic Reamoinn

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IPA Diploma in the Management of Modern Public Service Delivery Dealing with Customer Complaints Aoife Nic Réamoinn Office of the Ombudsman 27 November 2008
Summary ,[object Object],[object Object],[object Object]
Overview ,[object Object],[object Object],[object Object]
The Role of the Ombudsman ,[object Object]
Role of the Ombudsman ,[object Object],[object Object],[object Object],[object Object]
Role of the Ombudsman What do we examine? ,[object Object],[object Object],[object Object],[object Object]
Role of the Ombudsman How ,[object Object],[object Object],[object Object],[object Object],[object Object]
Role of the Ombudsman Redress ,[object Object],[object Object],[object Object],[object Object],[object Object]
Role of the Ombudsman Improving the Service ,[object Object],[object Object],[object Object],[object Object]
Complaints and Complainants Who What Why ,[object Object],[object Object],[object Object],[object Object]
Complaints and Complainants Who What Why ,[object Object],[object Object],[object Object]
Complaints and Complainants Who What Why ,[object Object]
Complaints and Complainants Who What Why ,[object Object],[object Object],[object Object],[object Object]
Good Complaints Handling Values ,[object Object],[object Object],[object Object],[object Object]
Good Complaints Handling Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good Complaints Handling Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good Complaints Handling Characteristics of system ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good Complaints Handling Characterisctis of the handler ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good Complaints Handling Do’s and Don’t’s ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good Complaints Do’s and Don’ts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Further Information ,[object Object]
Discussion

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