...Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and advocacy websites...
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...Code of Conduct Chipotle is committed to the highest standards of integrity in all of our activities and compliance with both the letter and spirit of the law. We expect that you will reflect these standards in your day-to-day dealings on our behalf. This Code of Conduct is for all employees, Officers, and all members of the Board of Directors. It is a guide to ethical behavior. Chipotle has an “open door” policy with respect to any concern relating to compliance with the Code of Conduct and other Company policies, and no person will be subject to disciplinary or other retaliatory action by raising any concern in good faith. Definition of the Code of Conduct The Code of Conduct includes this introductory section, "Integrity Statement," "Anti-Discrimination, Harassment and Sexual Harassment Policy," "It’s the Law,” and "Chipotle Confidential." Approval of any activity or matter not in compliance with this Code must be sought in advance and, unless otherwise provided for in the Code of Conduct, may be granted only by a Chief Executive Officer. In the case of members of the Board of Directors and Officers of Chipotle, approvals may be granted only by the Board of Directors or an appropriate Board committee. Compliance with the Code If you become aware of a breach or violation of this Code or any other Company policy, you should report the breach or violation in the manner described in this Code under “Chipotle Confidential.” Chipotle will do its best to protect the anonymity...
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...On or about September 25, 2014, the prior finance director, Linda Bolante, filed a complaint in Flagler County Circuit Court claiming status under the Florida Whistle-blower’s Act enumerated in Florida State Statutes. Linda Bolante had been employed by the Flagler County sheriff as the financial director responsible for overseeing the total budget of the sheriff’s office including payroll and accounts payable and receivable. According to the complaint filed, Bolante became aware of certain unethical and unlawful employment practices by Sheriff Manfre involving his personal use of public funds and county owned vehicles” (Bolante v. Manfre, 2014, pg. 2). Bolante v. Manfre (2014) alleged several violations of ethical standards which involved improper expenditures on an agency issued credit card concerning meals and alcohol totaling $344.03 and also demanded reimbursement for $1,100 worth of interior decorating for his office. As a result of her bringing the allegations forward, she alleged she began to be treated in...
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...initially set to be a voluntary code for the Pharmaceutical Industries was then decided to be made as statutory Code when DoP was urged by the Organization of Pharmaceutical Producers of India (OPPI). UCPMP is expected to facilitate good marketing practices, increased levels of transparency and accountability across healthcare industry and remove ambiguity on all aspects of marketing by the pharmaceutical industries. The code covers various parameters like the general points to be followed by the industry, claims and comparisons related to other products, textual and audiovisual promotional matter, ethical behavior of medical representatives, handling and dealing of samples, prohibition of gifts, relationship with the health care professionals, mode of operation, complaint handling, complaint lodging procedure, penalty provisions pertaining to the UCPMP and self declaration by a Board of Director i.e the executive head of the pharmaceutical company. The code prohibits...
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...Task Number # EST1 Part 2 Revised Ethics Program for new management company known as “Company “for this report. Ethics Statement: At this company, we must recognize the importance of ethics as a business. We are committed to upholding high ethical standards in our operations. Our company shall promote the principles of honesty, fairness, and respect for individual and community freedoms. Our program consists of the following 1. Code of Ethics 2. Training 3. Complaints and Investigations 4. Program Review Section 1: Code of Ethics 1. Personal respect At this company we all have the right to work in an environment where we are treated with respect. We must also respect others differences of opinion, social background, religious preference and race. 2. Equal employment opportunities At this company we are committed to providing a workplace that is free of discrimination harassing offensive and abusive behavior. Every employee shall report any type of incident to their direct manager or the human resources office. 3. Safety At this company every employee has the right to a workplace that is free from any recognized safety hazards. It is management’s responsibility to correct any unsafe working conditions. It is also the employee’s responsibility to report any unsafe working conditions to their manager. 5. Whistleblower At this company no employee will be retaliated...
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...growth. A better internal process will be developed in a well developed learning and growth environment. We are working toward our prime mission “To be an inspirational museum of which the people of Otago and New Zealand are proud.” Community innovation and engagement in the community perspective are our final goals with this Balance Scorecard (BSC) (See Appendix 3 and 4). Financial Objective Understanding that the financial situation is the foundation to support the ongoing program and contracture operation, and our first priority is to strengthen our financial circumstances. According to the 2009 statement of financial performance report, the revenue generated from museum tickets and the café and gift shop operations have exceeded our expectations. The café and gift shop operations can be our focus next year. Besides, the majority of funding is from local sponsorships. We did not obtain any national funding from the government during 2009. National funding is...
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...the situation. There will need to be a process in place for this as well. The district has received a technology bond and there is a proposal for a podcast which will require new equipment. This will bring the school district to a new level incorporating social media onto the scene. They will need to create a social media policy including rules for students using this media in school, teacher, school staff and student engagement. There will need to be several components of this policy including the schools stance on cyber bullying. Other issues that need to be addressed in an ethical organization profile will need to be around student/teacher relationships, parent engagement, and peer coaching for students and staff members, formal complaint...
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...Contents 1 2 10 12 What is Islamic banking? Islamic banking in Malaysia Observing Shariah principles Shariah concepts in Islamic banking Frequently asked questions Glossary This booklet tells you about the basic concepts and principles of Islamic banking. What is Islamic banking? Islamic banking is banking based on Islamic law (Shariah). It follows the Shariah, called fiqh muamalat (Islamic rules on transactions). The rules and practices of fiqh muamalat came from the Quran and the Sunnah, and other secondary sources of Islamic law such as opinions collectively agreed among Shariah scholars (ijma’), analogy (qiyas) and personal reasoning (ijtihad). Islamic banking in Malaysia • The first Islamic bank was established in Malaysia in 1983. • In 1993, commercial banks, merchant banks and finance companies begun to offer Islamic banking products and services under the Islamic Banking Scheme (IBS banks). • The IBS banks have to separate the funds and activities of the Islamic banking transactions from the nonIslamic banking business (conventional banking). • You can identify an Islamic bank or an IBS bank from the logo below: 1 bankinginfo info perbankan Observing Shariah principles All Islamic banks and IBS banks have set up Shariah Committees to guide them on Shariah matters and to make sure that they function in a manner that is in line with the Shariah. In addition, the advice of the Shariah Advisory Council which is the highest Shariah body set up at Bank...
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...FedEx People While most companies focus on the bottom line and channel most of its resources to making profits, FedEx Express does exactly the opposite. In contrast, most global express transportation company believes in putting their employees first. And true to its founding philosophy of the company is firmly based on this principle. "Our people are the heart and soul of the company," Said by Frederick W Smith. Founder and CEO determined to make employees an integral part of the decision-making process, due to his belief that "when people are placed first they will provide the highest possible service, and profits will follow". Resulting from this principle is the FedEx corporate philosophy: People-Service-Profit. These three corporate goals form the basis for all business decisions. Diagrammatically view on People Service-Profit Principle by Frederick The people priority acknowledges the importance of employee satisfaction and empowerment to create an environment where employees feel secure enough to take risks and become innovative in pursuing quality, service and customer satisfaction. Service refers to the consistent and clearly stated service quality goal of 100% customer satisfaction, 100% of the time. FedEx is a dream place to Work We work hard to ensure that FedEx is a Great Place to Work. In fact: * FedEx has been honored as one of Fortune's "100 Best Companies to Work For" in 10 of the past 11 years and was named to the Fortune "100 Best Companies to...
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...behavior. While the Code helps us address some of the most common ethical issues and dilemmas we may face, it cannot cover every situation. All of us are expected to use good judgment and take responsibility for our actions. We strive to earn our customers’ trust, and we treat them with honesty and respect. In all our customer contacts, we act with the utmost integrity and in a manner consistent with the law. BellSouth prohibits discrimination against any applicant for employment or any employee in any aspect of his or her employment because of race, color, religion, national origin, sex, sexual orientation, age, disability or veteran status. Retaliation against an employee who lodges a complaint of discrimination, or who assists, participates or aids in the investigation of a complaint, is not permitted. Employees should be treated fairly, in a manner that protects each individual’s dignity. Any behavior that undermines an employee’s dignity is off limits at BellSouth. “No job is so important and no service is so urgent — that we cannot take time to perform our work safely.” we have zero tolerance for the use of physi- cal violence or the threat of physical violence. We also do not tolerate abusive language. In those areas where there...
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...required for all employees and contractors, and requires a passing score of 80 or above. Employees who feel they are a victim of harassment should contact the Human Resources Division through the Victim Hotline to file a report to initiate an investigation. All reports are kept confidential and victims are protected against retaliation. If it is determined that harassment has taken place by an employee or contractor, those found in violation will be subject to progressive disciplinary action, up to and including dismissal. If the accused is a customer, the local police department will be asked to assist in the matter. Gifts: Due to the high level of exceptional customer service and degree of contact with customers, gifts or tips may be offered to show appreciation. While on duty, all employees and contractors are expected to respectfully decline any offers for tips, gifts, or favors of any kind. This helps to remove any perceived conflict of interest, favoritism, or other unethical behavior. Customers can, however, provide feedback regarding services, performance, and experiences that are general in nature by submitting comments via company website. Conduct: Company X expects all employees and contractors to maintain professionalism and exhibit a positive “service attitude” while on duty. Elements of a “service attitude” include, but not limited, to: • Positive mindset • Spirit of excellence • Self-motivated • Team player • High integrity • Innovative thinker • Willingness to serve...
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...unethical means by publishing notice in the least popular newspaper. Since the public could not be notified, they later complained about the pollution created by the company. The company tried to settle the objection of the public by good words and by giving gifts, but this doesn’t seem to last long. The company is now reluctant to use “incinerators”. Issues One major issue raised in the case is what the company should do to minimize the public complaints on pollution. Should the company also install incinerator? There are numerous factors related to the case such as ethical, environmental, legal, social, political, technological and economic. The company went against ethics by misleading the public by publishing notice on a least popular newspaper. The environmental issue is related to the pollution created by the company. The company was using out-dated technology by not using incinerator. Also it is an economic issue when it comes to installing the incinerator. Facts to support the existence of complaints by the public 1. The notice was published in the least popular newspaper so the villagers didn’t notice it. 2. The objection of the villagers against the pollution was attempted to be silenced by good words and gifts to authority. 3. The company sent a staff member to the plant location to make personal contact with the members of the VDC and this staff played an important role in obtaining the no objection letters. Alternatives and their evaluation 1....
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...rotates around the sun, and ‘Li’, a Chinese measure of distance, indicative of the resort’s distance from the real world while providing the perfect place to relax and rejuvenate in idyllic surroundings. the prize nights stay (on B&B basis) for a couple at Zitahli Resorts & Spa in the Super Deluxe Beach Villa with pool and access to the Zitahli lounge at the airport n Return Sea-Plane transfers Terms and Conditions for claiming the Gift Voucher/ coupon through a Lucky Draw: 1. The Lucky Draw is organised by Worldwide Media Private Limited (WWM) and is binding on all participants to this Lucky Draw and all applications for participation would be in the original form. Only one entry permitted per person. Entries made in bulk or by third parties are prohibited. WWM reserves the right to cancel any duplicate entries and debar all such entries from the lucky draw at its own discretion. 2. Entries received after the closing date shall not be entertained and won’t be returned. 3. The result declared by WWM is final and no further queries or complaints or questions will be entertained and WWM is further not obliged to respond to the same. 4. There is no cash alternative and...
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...FedEx Attributes Success to People-first Philosophy To provide the level of service and quality necessary to become, and to remain, the leader in the air express cargo transportation industry, Federal Express has developed a unique relationship with its employees, based on a people-first corporate philosophy. Founder and CEO Frederick Smith determined to make employees an integral part of the decision-making process, due to his belief that "when people are placed first they will provide the highest possible service, and profits will follow". Resulting from this principle is the FedEx corporate philosophy: People-Service-Profit. These three corporate goals form the basis for all business decisions. The people priority acknowledges the importance of employee satisfaction and empowerment to create an environment where employees feel secure enough to take risks and become innovative in pursuing quality, service and customer satisfaction. Service refers to the consistent and clearly stated service quality goal of 100% customer satisfaction, 100% of the time. A corporate profit should result, if the people and service goals have been met. There are many processes in place at Federal Express to ensure that P-S-P becomes a way of life for all employees. The following highlight of FedEx programs indicates the strength of the company's commitment to the people-first philosophy. • An annual employee satisfaction survey, which rates management's performance and forms a basis for...
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...Felwick Gifts Human Resources Manual Brian Chadwick Rasmussen College Introduction to Human Resource Management Jason Meldrum 12/16/2008 Table of Contents About Us 3 Sexual Harassment 4 Job Training 5 Pay Wages and Compensation 7 Privacy Concerns 9 About Us Welcome to Felwick Gifts, we began operations in a quaint, small town of Hastings, Minnesota during 2006. Felwick Gifts was created by Brian Chadwick, Jennifer Ostergren-Chadwick and Tom Felix. We offer figurines, DVD’s, fountains, tools, knick-knacks and collectables such as swords, dolls, collector plates and many more. Recycling is an important part of our organization and there are many recycling bins around the stores and office. We have 2 people in the office and 2 of them also work on the sales floor (Brian Chadwick and Tom Felix), with a total of 17 employees (10 women and 7 men) on the floor and in the storage room and truck comes in. Within a year, we hope to have an online store. Organization Structure of Felwick Gifts is as follows: Sexual Harassment Sexual harassment is a form of sex discrimination that violates Title VII of the Civil Rights Act of 1964. Sexual harassment is defined as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitutes sexual harassment when submission to or rejection of this conduct explicitly or implicitly affects an individual's employment, unreasonably interferes with an individual's work performance...
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