Complaint Handling System
In an effort to improve customer retention and satisfaction a system should be implemented within your organization to effectively handle customer complaints. To do this there should be an individual or a team assigned to its development and implementation. And once installed, then the customer complaint handling system should be endorsed by top management.
In the drive to create a customer complaint handling system your organization should create a mechanism for informing all customers how to address their problems. This should include how they can report complaints - via letters, email web form, or sales staff. Everyone in the organization assigned to complaint handling should be trained in the proper use of the complaint handling system and the policies and procedures involved in its operation.
The staff involved in working with the complaint handling system should be educated in the chain of command and to whom escalations in the complaint are referred or assigned to. Often this involves the quality assurance department as complaint management opens the way for continuous improvement within the organization.
In complex cases there may be the need for corrective action tracking and route cause analysis. Again this will usually be directed by quality assurance.
The manager or the management team in charge of the complaint handling system should continually review the complaint statistics looking for patterns or trends that may emerge. When reoccurring complaints are observed this information should be included in reports to quality assurance and the executive management team.
The goal of the complaint handling system is to record all aspects of each and every complaint and produce information that can be used to eliminate similar complaints or problems from occurring in the future.
Contact Lynk Software to discuss how Everest can be used to fulfill your complaint handling system requirements.