Credit card payment only is accepted for this order because it contains a mix of both publications and training products.
Invalid username/password. Please try again.
xyz
QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS
:
Available format(s): Hardcopy, PDF
Withdrawn date: 11-05-2018
Language(s): English
Published date: 09-05-2005
Publisher: National Standards Authority of Ireland
1 Scope2 Normative references3 Terms and definitions4 Guiding principles 4.1 General 4.2 Visibility 4.3 Accessibility 4.4 Responsiveness 4.5 Objectivity 4.6 Charges 4.7 Confidentiality 4.8 Customer-focused approach 4.9 Accountability 4.10 Continual improvement5 Complaints-handling framework 5.1 Commitment 5.2 Policy 5.3 Responsibility and authority6 Planning and design 6.1 General 6.2 Objectives 6.3 Activities 6.4 Resources7 Operation of complaints-handling process 7.1 Communication 7.2 Receipt of complaint 7.3 Tracking of complaint 7.4 Acknowledgement of complaint 7.5 Initial assessment of complaint 7.6 Investigation of complaints 7.7 Response to complaints 7.8 Communicating the decision 7.9 Closing the complaint8 Maintenance and improvement 8.1 Collection of information 8.2 Analysis and evaluation of complaints 8.3 Satisfaction with the complaints-handling process 8.4 Monitoring of the complaints-handling process 8.5 Auditing of the complaints-handling process 8.6 Management review of the complaints-handling process 8.7 Continual improvementAnnex A (informative) Guidance for small businessesAnnex B (informative) Form for complainantAnnex C (informative) ObjectivityAnnex D (informative) Complaint follow-up formAnnex E (informative) ResponsesAnnex F (informative) Escalation flowchartAnnex G (informative) Continual monitoringAnnex H (informative) AuditBibliography
Gives guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement.
AUD CAD CHF CNY DKK EUR GBP HKD IDR INR JPY KRW MXN NOK NZD SEK SGD USD ZAR
Unfortunately, this product is not available for purchase in your region.
Features
Get in touch with us
Loading..
A free alerting service to track changes to standards.
Once you've completed your purchase you'll get a link to My Orders on: -the Confirmation page of check out -and by email You'll be able to access your Multi User Orders to add Users.
You have selected more than three (3) participants. Please contact our Customer Service team.
You have already added this product in the cart. If you would like to add additional copies of this product please adjust the Quantity in the cart. For more than 10 copies, please contact our Customer Support team on +353 (0)1 857 6730.
You have selected more than three (3) trainings. Please contact our Customer Service team.Please contact our Customer Service team on Email: sales@saiglobal.com Phone: 131 242 (Within Australia)
You have already added a product with different Currency. Please change the currency.
This product cannot be added to your cart right now. Please contact our Customer Service team on Email: info@standards.iePhone: +353(0)1 857 6730
You have already saved 6 Quotes. Please contact our Customer Service Team.