TITLE

Audit reveals Law Society's complaints-handling chaos

AUTHOR(S)
Harris, Joanne
PUB. DATE
May 2005
SOURCE
Lawyer;5/23/2005, Vol. 19 Issue 20, p4
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Reports that the Law Society's handling of consumer complaints came under renewed fire as the Legal Services Complaints Commissioner published the findings of an audit report into the issue. Evidence of poor service; Delay in achieving a satisfactory outcome for the consumer; Difficulty in the establishment of consistency of payments.
ACCESSION #
17267771

 

Related Articles

  • Find underlying reasons for complaints. Glenn, David // Marketing News;10/23/2000, Vol. 34 Issue 22, p46 

    Focuses on customers feedbacks and the company's consumer affairs department's decision with the situation in the U.S. Establishment of a toll-free telephone to encourage customers feedback; Decisions made by companies regarding the customers complaints; Determination of the source of customers...

  • Room For Improvement. Tschohl, John // American Salesman;Jul2005, Vol. 50 Issue 7, p28 

    Provides guidelines for customers when they receive bad service. Need to support statements with documentation of dates, names and specific incidents; Importance of keeping all sales slips; Ratio of customers who are dissatisfied with a product or service who actually complain.

  • Miranda Rights of Customer Service. Shankman, Peter // American Salesman;Jun2007, Vol. 52 Issue 6, p3 

    The article offers tips on customer service. Customers can be treated at least one level above bad because they have been conditioned to expect the worst. It is important to find out the reason behind a customer complaint and to solve it immediately. With regard to major news breaks in the...

  • How To Handle Customer Complaints. Ramsey, Robert D. // American Salesman;Jun2010, Vol. 55 Issue 6, p25 

    The author discusses various aspects in handling complaints of customers. He mentions that customers who give a complaint usually feel that they have been misled by a company. He cites that complaints can actually be useful to the company as these may serve as indicators of bad performance that...

  • Sat scores high but perceived respect is low. Lineweber, David C. // Marketing News;10/27/2003, Vol. 37 Issue 22, p40 

    This article identifies what customer satisfaction research fail to include. Common complaints among customers include telephone messages while on hold and redundant questions. Typical customer satisfaction measures do not pick up such problems due to the decline in customer service...

  • Can't get no satisfaction? Bird, Michael // In-Store;Jul2003, p28 

    Discusses customer service and satisfaction problems faced by retailers in Great Britain. Increase in the number of customer complaints; Importance of investment in staff training in order to deal with complaints more effectively; Establishment of trust with customers through in-store...

  • Don't Fall Through On Your Follow Through.  // Customers First;Oct2009, Vol. 14 Issue 9, p4 

    The article offers tips on how to provide a great customer service. To expeditiously deal with complaints is considered a way to make sure that a customer service representative has enough time to make follow-ups with customers. It states that to show up on time for appointments can make one's...

  • Retailers need to jump on complaints. Pamben, Deven // Cabinet Maker;9/29/2006, Issue 5507, p3 

    The article reports on the reprimand of the British Furniture Confederation towards furniture retailers for failing to act quickly and appropriately on the complaints of consumers in Great Britain. It was revealed that 6.79 percent of consumers complain to Consumer Direct about furniture. The...

  • Relationship between Satisfaction with Service Recovery and its Drivers. Isayeva, Aygul // International Journal of Marketing Principles & Practices;Apr2012, Vol. 2 Issue 1, p44 

    Service failures are inevitable. Customers tend to complain when they happen. Given that we are able to make customers complain, what actions should we take? This study is aimed at shedding light on the relationship between satisfaction with service recovery (SSR) and its antecedents -...

Share

Read the Article

Courtesy of NEW JERSEY STATE LIBRARY

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics