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Effective Complaint Management Cheat Sheet (DRAFT) by [deleted]

Basic Steps for Effective Complaint Managemen

This is a draft cheat sheet. It is a work in progress and is not finished yet.

Basic Steps for Effective Complaint Management


1 - Designate a Location to Receive Complaint

Consumers need to know where and how to file complaints or make inquiries.
 Select a place to receive complaints that is visible and accessible to consumers.
 Publicize the complaint system to encourage consumers to voice their dissat­isf­action and to make the good intentions of the company apparent.

2 - Develop a System for Record­-ke­eping

Prepare forms for recording, catego­rizing and filing complaint records. Design the system to perform functions such as the following:
 commun­icating complaint data to top manage­ment;
 permitting swift identi­fic­ation and response when complaints need to be reported to other depart­ments or companies in the distri­bution network, or to law enforc­ement or regulatory agencies;
 providing market research through complaint trends; and
 enabling management to monitor the efficiency and effect­iveness of the complaint management system

3 - Process and Record Complaints

 Log in the complaint and any relevant data.
 Categorize it for resolution and record­-ke­eping. Categories must be clearly defined and exclusive of one another.  Assign the complaint to one person for handling.
 Forward the complaint to another level of authority, if approp­riate.

4 - Acknow­ledge Complaint

Consumers do not register complaints with only a casual interest in their dispos­ition. Compla­ining involves some inconv­enience and, possibly, expense. Loyal customers with strong feelings are often involved.  Person­alize the response.  Talk to the customer, if possible, by phone or in person.  Use letters when necessary, but avoid impersonal form letters.  Take extra time, if needed, to help consumers with special needs, such as language barriers.

5 - Invest­igate and Analyze the Complaint

 Be fair.
 Get both sides of the story.
 Keep records in the complaint file of all meetings, conver­sations or findings.

6 - Resolve the Problem as per Policy

Resolve the Problem in a Manner Consistent with Company Policy
 Forward the complaint to the approp­riate level of authority for resolu­tion.
 Keep the consumer informed through progress reports.
 Notify the consumer promptly of a proposed settle­ment.

7 - Follow-Up

 Find out if the consumer is satisfied with the resolu­tion. Was it carried out?  Refer the complaint to a third-­party disput­e-r­eso­lution mechanism, if necessary.
 Cooperate with the third-­party

8 - Prepare and File a Report

Prepare and File a Report on the Dispos­ition of the Complaint, and Period­ically Analyze and Summarize Complaints
 Circulate complaint statistics and action proposals to approp­riate depart­ments.
 Develop an action plan for complaint preven­tion.
 Make sure the consumer viewpoint is given approp­riate consid­eration in company decision making