CU2946 Develop Procedures And Practice To Respond To Concerns And Complaints

The majority of carers are women (finch and groves 1983) and significant proportions are under the age of 18. This is known as a young carer, which is defined as ‘someone, under the age of 18, who looks after, or helps to care for, a family member who has a disability, mental ill health, a blood borne virus or a problematic use of drugs or alcohol. They may provide hands-on caring, and/or may be affected themselves by someone in their family who needs care’ (Dundee Carers Centre, 2009). There are difficulties identifying young carers because many do not disclose their caring role for fear of being separated from their parents and family members, bullying and social exclusion. Also there is a large amount of emotional strain for younger carers who do not access the services they are entitled to.

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

This report describes a dissatisfying service incident and analyses the incident helping to develop recommendations for the serviced provider. The report integrates the description of an incident, a critical analysis of the incident, including and examinations of the service quality gaps model. Customer gap: dimensions, types of encounters and sources of displeasure and Providers Gaps 1, 3 and 4. The objective of this report is to analyse the critical incident description and provide a comprehensive service marketers’ analysis of the critical incident. Through this report recommendations have been made for the firm in order to reduce eliminate and or/ better manage the factors that led to

Without patient feedbacks and review of the service they are receiving, the health care organisation and the service providers will not know how to improve the service they are given to the patients and families REF

Lack of Character. For a leader to have commitment from his followers, it is important to have strong character traits. Trust and integrity within a manager’s scope of ethics are a must for an effective leader. Without them, employees will not have respect for their manager, and respect is earned, not expected simply because of a person’s job title. Employees require a feeling of supportiveness from their boss when they are faced with challenging situations. Knowing that your manager will “have your back” will build confidence throughout the team, and give employees the ability to share open dialogue and stretch their creativity without fear of repercussion.

So with the use of these tools, they have access to areas that need to be addressed for the benefit of the customer. With the tools “X” could also further their quality planning for the company and future products.

Research has shown that customers that have complaints that are resolved quickly and are satisfied with the way their complaint is handled, they are more likely to purchase another product or service from the same company. As a matter of fact, they often turn into loyal customers and will likely share their good experiences with three friends. (Shaw, 2012)

Family members sometimes alienate their children. First and foremost, parents may not understand the child’s behavior, so they may ignore his/her needs. For example, parents of an Aspergian

Monitoring complains by customers via social media, personal interviews, and telephonically will deliver worthy conclusions by monitoring as to where the organization is failing to perform effective services to the customers.

All staff are given authority to perform their responsibilities. In addition, they have the responsibility of identifying non-compliances and possible improvements, and are expected to document and escalate to management team.

Make it easier for consumers and employees to complain to the customer service manager through emails, telephone contact and comments on the websites

Help with daily operation of opening and closing procedures to ensure that they are followed in accordance to company standers.

The employees had been recording transactions and any maintenance issues that do not assure that transactions are recorded correctly. It is important to remember that the company is responsible for setting the guidelines that their employees follow and these guidelines need to meet the needs of the customer and provide good customer service.

I. Identify and analyze the symptoms and problems that the ‘Carers’ face and offer recommendations for their solution.

Consumer requirements are the key factor in any service industry. It is important to know what they want and how far they received it.One step to check this is through consultation with them. There are many other reasons to consult with the end users and customers to identify the real needs, potential barriers they may face, specific individual needs, also to identify who is not using the products and services and why and contacting disabled users and potential users to bring them into the process. It is important to identify the real service users in your local area. At the same time it’s important to make sure that the consultations are accessible to all. (Effective consultation(2013 May news letter), 2013)