Entrées avec l'étiquette complaints .

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Blair McPherson
a écrit un nouveau billet de blog
20 mars 2024 - 17:38

null When management only pretend to care

There is delegation and then there is abdication. Some organisation refer all complaints made to the Chief Executive (CE) back down the line to the responsible manager. So the complainant can find that their complaint is being dealt with by the person they are complaining about. In one resent example when the manager was informed of the intension to make a formal complaint they responded... Voir plus
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null 84 vues
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Blair McPherson
a écrit un nouveau billet de blog
05 sept. 2023 - 15:06

null The manager sent the chef out to hear the diners complaints 

The chef stood at the customers table looking very uncomfortable. By his side was the interpreter  The manager was busy hiding. The interpreter spoke to the surprised diners. Surprised because they had made their complaints directly to the manager whose response was an indifferent what do expect me to do about it shrug of the shoulders. The interpreter said .It is important for the chef to... Voir plus
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null 244 vues
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Blair McPherson
a écrit un nouveau billet de blog
28 mars 2022 - 10:33

null How to reduce complaints-don’t record them

A complaint is only a complaint if it is a formal complaint and is only a formal complaint if the word, “ formal”  is used other wise it is not recorded as a complaint because it has been dealt with informally. Managers are expected to try and deal with complaints informally as such they are enquires, issues raised or concerns not complaints. We  haven’t had any complaints.How do you... Voir plus
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null 51281 vues
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Blair McPherson
a écrit un nouveau billet de blog
15 févr. 2022 - 13:30

null A proportionate response

The sense of injustice was strong. It was unfair. Every body said so. Every one except the manager I complained to and the chief executive who didn’t bother to answer my email. The Sunday Paper did acknowledge my complaint but said they receive a lot of requests for intervention and unfortunately this was not one they could usefully engage with. My MP was sympathetic but very busy... Voir plus
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Blair McPherson
a écrit un nouveau billet de blog
12 janv. 2020 - 12:56

null Gavin and Stacy

Taking words out of context and simply banning them as offensive does not take forward the battle for greater awareness and sensitivity in the cause of equality and diversity. If you were in any doubt then just look at the complaints the BBC have revived over the Christmas special of Gavin and Stacy. These complaints are about a lyric in a song two  of the characters sing at a Karaoke... Voir plus
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Blair McPherson
a écrit un nouveau billet de blog
12 févr. 2016 - 16:14

null Bad Customers

  I can see it now one of those videos on the Internet by some American business guru entitled , " How to get rid of your bad customers". Serious articles in the Harvert Business review about how   studies of top US companies have revealed that they are good at "disensentivising" bad customers.  Now if by bad customers we mean those who are persistently or deliberately... Voir plus
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