Customer Service Rep

Log, acknowledge, and resolve complaints.

Complaint Manager

Oversee complaint resolution process and handle escalations.

Quality Assurance

Review complaint handling processes and provide feedback.

1. Complaint Logging

Record the complaint in the customer service system.

Use standardized forms to ensure all relevant details are captured.

Verify the accuracy of recorded information.

2. Acknowledgment

Send an acknowledgment email to the customer within 24 hours.

Provide a reference number and estimated resolution time.

Ensure the response is personalized and empathetic.

3. Initial Assessment

Assess the severity and nature of the complaint.

Categorize the complaint (e.g., service issue, product defect).

Prioritize based on impact and urgency.

4. Investigation

Gather necessary information and investigate the issue.

Communicate with relevant departments to understand the issue.

Ensure thoroughness in gathering information.

5. Resolution

Provide a solution or compensation to the customer.

Offer remedies such as refunds, replacements, or discounts as appropriate.

Ensure the resolution meets or exceeds customer expectations.

6. Follow-Up

Contact the customer to confirm satisfaction with the resolution.

Obtain feedback to ensure the issue has been resolved.

Address any further concerns promptly.

7. Documentation

Record the resolution and feedback in the system.

Document lessons learned and any changes to procedures.

Review documentation for accuracy and completeness.

8. Review and Improvement

Periodically review complaint handling processes.

Analyze trends and update guidelines as necessary.

Implement improvements based on feedback and performance data.