Customer Complaint System
Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing and who were hired to analyze the current situation and make recommendations to increase the effectiveness of the process of managing and resolving complaints. Identify customer requirements A consultant was assigned to design customer service systems and reporting processes, and had done extensive work in the QFD (Quality Function Deployment), which is a methodology that analyzes the needs of client and integrates with the company’s processes to ensure needs are met. The first task was to identify what are the requirements of customers complain about the handling and how well customers felt their complaints were resolved. This involved conducting interviews with customers who had filed a last complaint.Customers were asked to speak about their experience with the process of handling complaints.
The purpose of this exercise was: to determine positive and negative incidents in the complaint handling process to determine important information about the client’s feelings about the outcome of your complaint main identity the reasons for the shortcomings in the process of making suggestions on how to improve the system . Existing review of Complaints Process The review process initiated upor the development of a questionnaire on the management of complaints administered to all handlers of denunciation. This provided an overview of the process for handling complaints in all departments of the company and also identified areas for improvement. A study was conducted operations in the current complaint handling process.
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