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Get to grips with gripes, grumbles and grievances

Dr Jo Casebourne reports on how public services must be centred around citizens and responsive to their needs.

Public services must be centred around citizens and responsive to their needs, in order to engage and involve them Responding differently to complaints is one way of achieving this, as Dr Jo Casebourne reports.

Complaints are not often associated with innovation and creativity. When we think of complaints, we think of frustration, failure and poor service.

Popular articles by Dr Jo Casebourne

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