Customer complaints at the Mercy Health System (MHS), a US health care system and winner of the 2007 Malcolm Baldrige National Quality Award (Healthcare Sector), were managed through its Service Recovery Programme (SRP), designed to facilitate prompt and effective handling of complaints and turn negative experiences into positive ones. Staff initiated the complaint management process at the point of service, and the SRP empowered them to remedy customer issues. Service recovery training took pla...
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