The complaint resolution process at the City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), received complaints from e-mails, persons, by phone, or through the City Commissioners directly into its Comment/Complaint/Request (CCR) system. Each department had a lead CCR person and a back-up,…

BPIR Categories

7.3.2 Manage customer complaints

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