bio test prep (19) - multidimensional nature of many...

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multidimensional nature of many complaints, a good knowledge of the responsibilities of other enforcement or complaint-handling authorities and the existence of systems facilitating cooperation, communication and coordination with other enforcement authorities in case of complaints cutting across different areas of expertise and responsibility is also central for ensuring that responses to environmental complaints are efficiently addressed. Authorities can receive a high number of complaints. Appropriate training in “customer service” skills (e.g. appropriate oral and written communication manners) may also be important for ensuring a positive relation between the complaint-handling authority and the public, whereas lack of sufficient expertise of staff can severely hamper both effectiveness and legitimacy of the process. The reality in many Member States is, however, currently characterized by a dwindling of available staff resources and a tendency to cover tasks
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