Customer Complaint Management

Customer complaint management is of growing concern for most businesses today.  It is important from both a customer service and quality perspective.

From a customer service point of view the aim is to listen and to respond to all complaints that arrive into the organization so that none get lost or ignored.  From a quality point of view it is a way to reduce product defects and plays a major role in continuous improvement.  Various regulatory institutions require that customer complaints are investigated.

Customer complaint management involves the process for recording all complaints that enter into an organization.  This usually involves the use of a database or software program for recording, documenting and responding to customer complaints.  Staff involved in dealing with customers such as customer service staff or sales staff should have access to the system.  The aim is to make sure that no complaints are lost or unresolved.

Customer complaints can be a useful source relating to service levels or product reliability.  It is also a way to increase customer satisfaction and customer retention.  Customers want to be listened to and understood.

Complaints come with a cost attached, however this investment can be used to increase customer knowledge.  A business that truly listens to and understands their customers can have a distinct advantage over competitors. 

Customer complaint management should involve documenting the complaint – the type of problem, the product or service involved, who is has been assigned to the investigation, results and actions.  Once the complaint has been resolved it should be analyzed as part of the complaint reporting systems to look for trends or other statistics.  If trends are identified the action should be taken to improve the situation.  Once this happens future reports should be closely observed.  The goal is a reduction in similar complaints and continuous improvements in products and services.

Customer feedback should be obtained on the complaints process so that it is easy to use and improved over time.  Satisfaction with the complaints process will result in increased customer retention and reduce the potential for damage to the corporate reputation.    

Contact Lynk Software to discuss how Everest can be used to fulfill your customer complaint management requirements.