Hello,
We are in the process of formulating a complaints procedure and wondered
if colleagues would be willing to share information on the following:
* The complaints procedure that you share with students i.e. publicly
display via website, leaflets, etc.
* The internal procedure for handling complaints
* Details of any training you have done with frontline staff e.g. how to
spot a complaint, etc.
Currently our complaints are dealt with via the general feedback /
comment route but we would like to introduce a procedure specifically
for the handling of complaints.
Thanks in advance,
Julie
_________________________________
Customer Services Manager (Front-line Services)
Libraries & Learning Resources
Nottingham Trent University
Goldsmith Street
Nottingham
NG1 5LS
Tel: +44 (0)115 848 4485
Fax:+44 (0)115 848 2286
Email: [log in to unmask]
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