Basic Steps for Effective Complaint Management
- Service & Complaints Guides
- A Practical Guide to Handling Consumer Complaints
- Best Practices in Handling Customer Complaints
- A Guide for Consumer Complaints Management
- 6 Steps to Achieve Customer Service Excellence
Designate a Location to Receive Complaints
Consumers need to know where and how to file complaints or make inquiries.
- Select a place to receive complaints that is visible and accessible to consumers.
- Publicize the complaint system to encourage consumers to voice their dissatisfaction and to make the good intentions of the company apparent.
Develop a System for Record-keeping
Prepare forms for recording, categorizing and filing complaint records. Design the system to perform functions such as the following:
- communicating complaint data to top management;
- permitting swift identification and response when complaints need to be reported to other departments or companies in the distribution network, or to law enforcement or regulatory agencies;
- providing market research through complaint trends; and
- enabling management to monitor the efficiency and effectiveness of the complaint management system.
Process and Record Complaints
- Log in the complaint and any relevant data.
- Categorize it for resolution and record-keeping. Categories must be clearly defined and exclusive of one another.
- Assign the complaint to one person for handling.
- Forward the complaint to another level of authority, if appropriate.
Acknowledge ComplaintConsumers do not register complaints with only a casual interest in their disposition. Complaining involves some inconvenience and, possibly, expense. Loyal customers with strong feelings are often involved.
- Personalize the response.
- Talk to the customer, if possible, by phone or in person.
- Use letters when necessary, but avoid impersonal form letters.
- Take extra time, if needed, to help consumers with special needs, such as language barriers.
Investigate and Analyze the Complaint
- Be fair.
- Get both sides of the story.
- Keep records in the complaint file of all meetings, conversations or findings.
Resolve the Problem in a Manner Consistent with Company Policy
- Forward the complaint to the appropriate level of authority for resolution.
- Keep the consumer informed through progress reports.
- Notify the consumer promptly of a proposed settlement.
- Find out if the consumer is satisfied with the resolution. Was it carried out?
- Refer the complaint to a third-party dispute-resolution mechanism, if necessary.
- Cooperate with the third-party.
Prepare and File a Report on the Disposition of the Complaint, and Periodically Analyze and Summarize Complaints
- Circulate complaint statistics and action proposals to appropriate departments.
- Develop an action plan for complaint prevention.
- Make sure the consumer viewpoint is given appropriate consideration in company decision making.
Table of Contents
- Handling Complaints : A Critical Form of Communications
- Why is Complaint Handling Important?
- Management's Role
- Cost and Savings
- Complaint Handling Staff
- Publicizing the Complaint Management System
- Co-ordination with Others in the Distribution Chain
- Third-party Dispute Resolution
- Basic Steps for Effective Complaint Management
- Complaint Management Checklist
- Entire Guide
Customer loyalty is very important to us. Our mission is to be the company’s lens to the customer’s perspective, promoting a customer-focused culture. i-Sight was the most user-friendly tool we found. We could also implement it pretty quickly in all countries.Complaint Management Program Manager, Siemens