Practical steps to empowered complaint management

Abstract

Many organizations are embracing the concept of empowerment, the devolution of responsibility and ownership for decisions in the workplace. Considers how empowerment can lead to a positive approach to complaint management which benefits both the customer and the organization. Gives an overview of empowered complaint management with practical examples, maps out the steps to get started and discusses the challenges which empowerment raises within the organization.

Citation

Cook, S. and Macaulay, S. (1997), "Practical steps to empowered complaint management", Managing Service Quality: An International Journal, Vol. 7 No. 1, pp. 39-42. https://doi.org/10.1108/09604529710158292