What is it about?
This research asks how best to resolve complaints about institutions by studying actual interactions where disputes are resolved
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Why is it important?
Knowing how best to resolve complaints benefits organisations and their clients
Perspectives
In the strive for efficiency many telephone mediated services opt to follow very regimented processes. What this paper shows is that flexibility in the management of calls is important.
Prof Ann Weatherall
Victoria University of Wellington
Read the Original
This page is a summary of: ‘I need to get some details first’: Record keeping as a potential barrier to effective complaint-call management, Mediation Theory and Practice, February 2016, Equinox Publishing,
DOI: 10.1558/mtp.v1i1.29483.
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