Draft Procedure

Purpose

To establish a standard procedure for addressing and resolving customer complaints to ensure customer satisfaction and continuous improvement of service quality within [Your Company Name].

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Scope

This procedure applies to all customer service representatives and managers involved in the complaint resolution process.

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Responsibilities

• Customer Service Representatives (CSRs): Receive and document complaints, provide initial resolution, or escalate as necessary.

• Complaint Resolution Team: Investigate and resolve complaints that require further attention.

• Managers: Oversee the complaint resolution process, ensure compliance with procedures, and handle escalated complaints.

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Procedure

1. Receiving a Complaint

1.1. Initial Contact: Complaints may be received via phone, email, in-person, or through social media channels.

1.2. Documentation: CSRs must document the complaint details using the Complaint Form (see Appendix A).

2. Acknowledging the Complaint

2.1. Immediate Acknowledgment: CSRs should acknowledge receipt of the complaint within 24 hours of receipt.

2.2. Response Time: Provide an estimated time frame for resolution based on the complexity of the complaint.

3. Investigating the Complaint

3.1. Information Gathering: Collect all relevant information related to the complaint, including customer details, transaction history, and any supporting documents.

3.2. Review: Review the complaint against company policies and procedures to identify any discrepancies or areas of improvement.

3.3. Consultation: Consult with relevant departments or individuals if additional information or expertise is needed.

4. Resolving the Complaint

4.1. Resolution Proposal: Based on the investigation, propose a resolution that addresses the customer’s concerns.

4.2. Customer Communication: Communicate the proposed resolution to the customer, ensuring clarity and addressing any additional questions or concerns.

4.3. Implementation: Implement the agreed-upon resolution, including any necessary actions such as refunds, replacements, or service adjustments.

5. Follow-Up

5.1. Verification: Verify with the customer that the resolution has been satisfactory and that no further issues remain.

5.2. Feedback Collection: Collect feedback from the customer regarding their experience with the complaint handling process.

6. Documentation and Reporting

6.1. Records: Maintain detailed records of the complaint, investigation, resolution, and customer feedback.

6.2. Reporting: Provide regular reports to management summarizing complaint trends, resolutions, and areas for improvement.

7. Review and Improvement

7.1. Periodic Review: Conduct periodic reviews of the complaint handling procedure to ensure its effectiveness and compliance with current standards.

7.2. Continuous Improvement: Implement improvements based on feedback from customers and findings from periodic reviews.

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Appendix A: Complaint Form

• Customer Name: [Customer Name]

• Contact Information: [Contact Information]

• Date of Complaint: [Date]

• Description of Complaint:

• Details of Interaction:

• Proposed Resolution:

• Follow-Up Actions:

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