Complaints Management System
Within a complaints management system what can you learn from the complaint?
The first step is to capture the complaints data into the complaints management system. This data should be coded in a standard way and should have standard categories, user groups etc. This enables the complaint to be broken down across departments for accountability purposes. The complaint can be assigned or delegated to an individual or group for their input. Once a root cause has been determined then the solution should be communicated back to the initiator or owner of the complaint who can in due course inform the customer.
The next step involves internally reviewing the accumulated data. The data should be reviewed by the management team on a periodic basis. e.g. monthly. This helps to keep the top levels of the organization on top of quality related issues and make sure that actions are put into place to avoid recurring complaints and problems.
Often the quality related issues involves corrective action tracking and determination of root causes. Often this step is managed directly by a quality team. Their goal is not only to improve quality levels throughout the organization but also to improve basic products and services.
Complaints management has costs associated with it. Therefore it is advantageous for these costs to be identified. The final step involves costs being allocated to the complaints. This includes the handling costs associated with complaints as well as revenue losses due to changing customer purchasing habits or loss of customers.
Customer complaints are important. It is vital that a complaints management system is in place so that your business can listen to and understand your customer’s problems and issues. Once these are identified and acted upon then costs associated with complaints should diminish and business revenues should increase.
Contact Lynk Software to discuss how Everest can be used to fulfill your complaints management system requirements.