"Providing "NO" Complaint Service"
Author: Polk, Sam L., Sr.
Published In: Proceedings of the 1994 Educational Conference
Presentation at APPA's 81st Annual Meeting in San Antonio, Texas. At Tennesee State University, the physical plant department believes the value of their services should be based on the effective delivery of service, rather than the effective smothering of complaints from disgruntled customers. Describes the university's "NO" complaint service, focusing on work request prioritization, information and communication, work order control and management, and evaluation and results of the service.
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