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 Complaint

Consumers 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.

Follow-Up

• 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

1. Handling Complaints : A Critical Form of Communications
2. Why is Complaint Handling Important?
3. Management's Role
4. Cost and Savings
5. Complaint Handling Staff
6. Publicizing the Complaint Management System
7. Co-ordination with Others in the Distribution Chain
8. Third-party Dispute Resolution
9. Basic Steps for Effective Complaint Management
10. Conclusion
11. Complaint Management Checklist
12. Entire Guide

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