Complaint Management System Checklist
- 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
Evaluate your complaint management system
In planning a system for complaint management or evaluating the one you have in place, consider the following questions:
- Does your company depend on repeat customers?
- Do you have written procedures for your complaint-management system?
- Are staff throughout the company well aware of the procedures and the importance of your complaint-management system?
- Does top management directly oversee your complaint-handling procedures?
- Do incentives exist to reinforce staff commitment to consumer satisfaction?
- Is your complaint system easily accessible to consumers?
- Do you publicize your complaint system to consumers? If yes, how? Printed media (posters, advertising, monthly statements)? Communications by sales personnel?
- Is your complaint system organized so that:
- front-line employees have clear responsibilities for resolving complaints in one department or location?
- larger or more serious complaints are referred to designated senior managers?
- Are you providing adequate training for your complaint-management staff?
- Does the customer-relations staff feel they have equal stature with other professionals in the company?
- Do you periodically survey your customers to see if they are satisfied with your complaint-management system? Do you encourage feedback?
- Do you regularly review your complaint-management system and make necessary improvements?
- Do you utilize your system of complaint management for more than settling individual complaints? For example, do you use it for quality control and problem prevention?
- Does your complaint system swiftly generate systematic information about causes of complaints and complaint trends?
- Does this data meet your management needs?
- Do you circulate to top management periodic reports of data from complaint records with suggestions for action to prevent recurring problems?
- Can you identify areas in the company in which your complaint-management system is having an effect? Has it been positive or negative?
- Do you coordinate your complaint-management system with others in the distribution chain for your products or services? Do you have a direct line of communication with them?
- Do you have an adequate understanding of how these external organizations are affecting your relationship with consumers?
- Do you work cooperatively with local and governmental consumer agencies?
- Do you use third-party dispute-resolution mechanisms for those problems not resolved in-house (i.e. mediation or arbitration)?
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
i-Sight saves us time and significantly improves our ability to manage and respond to customer input.Customer Service Supervisor, Triangle Transit Authority