Aggressively Solicit All Customer Feedback

• Strive to increase the volume of customer feedback.
• Provide multiple contact methods including phone, mail, E-mail and Internet.

Record All Information in a Complaint Handling System

• Use a paper or database system depending on volume.
• Classify customer feedback in meaningful, non-overlapping categories.
• Record important details that can be used to analyze data and implement long term corrective actions.

Investigate and Resolve

• Gather additional information.
• Research similar problems.
• Inform and engage additional departments, individuals or outside agencies.
• Record all action steps.

Communicate the Resolution

• Acknowledge appreciation for ALL feedback, both positive and negative.
• Communicate the immediate resolution (i.e. credit, ship product, etc.).
• When possible, inform customer of the specific actions that are being taken to address the root cause.

Analyze and Improve

• Periodically analyze data for trends in problem types, product codes, manufacturing locations etc.
• Develop corrective and preventive action plans to address systemic problems.
• Congratulate teams when improvements have been made.