| Abstract | A recent study by management consultants, Coopers and Lybrand, working with the Efficiency Unit, found that prestigious private sector service-providers, such as hotels, banks and airlines receive considerably more complaints per transaction than most government departments. These highly customer-focused organisations design complaints systems to encourage customers to tell them if they are not happy. In this article, the consultants identified five key steps to developing a good complaints system and the best practice in each. |
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