Customer complaint handling process: receive, resolve, learn

For support teams: acknowledge, log and classify a customer complaint, handle safety and legal threats, investigate, resolve, close and track trends.

Customer complaint handling process: receive, resolve, learnAgentQualityTeam LeadRECEIVE AND LOGINVESTIGATE AND RESOLVECLOSE AND LEARNSafetyYes or not sureNoLegal threatBillingProduct or serviceYesNoYesNoNoYesNoYesCustomer makes acomplaintFor support teams: how to receive,log, investigate, resolve and close acustomer complaint, with safety andlegal threat paths.Common practice, based on the ISO10002 complaints-handlingguidelines. Regulated industries mayhave fixed response deadlines.Thank the customer andacknowledge the complaintListen without arguing. Repeat backthe problem and what they want.Give a reference number and saywhen they will hear back.Log the complaintRecord who, how to reach them, theproduct or order, what happened andwhen, what they want, and anyevidence. Log it even if you fix it onthe spot.What kind ofcomplaint is it?Send it to quality the samedayAny injury, near miss, fire, burn,shock, choking or other hazard. Don'tadmit fault or promise an outcome.Keep the product, photos and lot orserial number.Could the product create asubstantial risk of injury?In the US, makers, importers,distributors and retailers ofconsumer products must report tothe CPSC within 24 hours of gettingreportable information. The CPSCsays when in doubt, report.Report to the regulator andopen a product reviewFood, drugs, medical devices andvehicles have their own regulatorsand rules.Regulator notified. Qualityleads the responseRecord the safety reviewand keep investigatingStop and pass it to the teamleadA lawyer's letter, a lawsuit, a demandthat cites a law, or a complaint sentthrough a regulator. Stop negotiatingand keep every record.Regulator deadlines apply. Forexample, for consumer financialproducts, companies generallyrespond to CFPB complaints within15 days, with a final response within60 days in some cases.Legal or compliance ownsthe responseCheck the account, chargesand paymentsCollect the details andevidenceCan you fix it now, withinyour authority?Agents can often settle simple cases,such as a refund under your limit (forexample $100), a replacement, or acorrected bill.Fix it and confirm thecustomer is satisfiedPass it to the team lead withthe full logInvestigate the causeCheck records, talk to the staffinvolved and inspect the product.Someone other than the personcomplained about should investigate.Decide on a fair fixRefund, replacement, repair, credit,apology, or a clear reason why therequest can't be met. Say what youwill change so it doesn't happenagain.Send the decision to thecustomer in writingExplain what you found, what youwill do and by when, and how to askfor a review if they disagree.Does the customeraccept?Carry out the fix and confirmit is doneEscalate for review by amanager not yet involvedDoes the reviewchange the decision?Send the final response withoutside optionsName any regulator, ombudsman ordispute resolution service thecustomer can take it to, if oneapplies.Close the complaint andrecord the outcomeKeep personal details confidential.Record the category, root cause, fix,cost and time to resolve.Ask the customer how thecomplaint was handledReview complaint trendseach monthGroup complaints by cause, productand channel. Look for rising countsand repeat customers.Is the same causeshowing up againand again?Open a corrective actionFind the root cause, fix it at thesource, and check that the fixworked.Keep monitoring the trendComplaint resolved andtracked

Receive and log

  1. Customer makes a complaintAgent

    For support teams: how to receive, log, investigate, resolve and close a customer complaint, with safety and legal threat paths.

    Common practice, based on the ISO 10002 complaints-handling guidelines. Regulated industries may have fixed response deadlines.

  2. Thank the customer and acknowledge the complaintAgent

    Listen without arguing. Repeat back the problem and what they want. Give a reference number and say when they will hear back.

  3. Log the complaintAgent

    Record who, how to reach them, the product or order, what happened and when, what they want, and any evidence. Log it even if you fix it on the spot.

  4. What kind of complaint is it?Agent
  5. Send it to quality the same dayQuality

    Any injury, near miss, fire, burn, shock, choking or other hazard. Don't admit fault or promise an outcome. Keep the product, photos and lot or serial number.

  6. Could the product create a substantial risk of injury?Quality

    In the US, makers, importers, distributors and retailers of consumer products must report to the CPSC within 24 hours of getting reportable information. The CPSC says when in doubt, report.

  7. Report to the regulator and open a product reviewQuality

    Food, drugs, medical devices and vehicles have their own regulators and rules.

  8. Regulator notified. Quality leads the responseQuality
  9. Record the safety review and keep investigatingQuality

    Then go to step 14, Can you fix it now, within your authority?

  10. Stop and pass it to the team leadTeam Lead

    A lawyer's letter, a lawsuit, a demand that cites a law, or a complaint sent through a regulator. Stop negotiating and keep every record.

    Regulator deadlines apply. For example, for consumer financial products, companies generally respond to CFPB complaints within 15 days, with a final response within 60 days in some cases.

  11. Check the account, charges and paymentsAgent

    Then go to step 14, Can you fix it now, within your authority?

  12. Collect the details and evidenceAgent
  13. Can you fix it now, within your authority?Quality

    Agents can often settle simple cases, such as a refund under your limit (for example $100), a replacement, or a corrected bill.

  14. Fix it and confirm the customer is satisfiedQuality

    Then go to step 25, Close the complaint and record the outcome

  15. Pass it to the team lead with the full logTeam Lead

Investigate and resolve

  1. Investigate the causeTeam Lead

    Check records, talk to the staff involved and inspect the product. Someone other than the person complained about should investigate.

  2. Decide on a fair fixTeam Lead

    Refund, replacement, repair, credit, apology, or a clear reason why the request can't be met. Say what you will change so it doesn't happen again.

  3. Send the decision to the customer in writingTeam Lead

    Explain what you found, what you will do and by when, and how to ask for a review if they disagree.

  4. Does the customer accept?Team Lead
  5. Carry out the fix and confirm it is doneTeam Lead

    Then go to step 25, Close the complaint and record the outcome

  6. Escalate for review by a manager not yet involvedTeam Lead
  7. Does the review change the decision?Team Lead
  8. Send the final response with outside optionsTeam Lead

    Name any regulator, ombudsman or dispute resolution service the customer can take it to, if one applies.

Close and learn

  1. Close the complaint and record the outcomeAgent

    Keep personal details confidential. Record the category, root cause, fix, cost and time to resolve.

  2. Ask the customer how the complaint was handledAgent
  3. Is the same cause showing up again and again?Quality
  4. Open a corrective actionQuality

    Find the root cause, fix it at the source, and check that the fix worked.

    Then go to step 31, Complaint resolved and tracked

  5. Keep monitoring the trendQuality
  6. Complaint resolved and trackedQuality

Outcomes

Regulator notified. Quality leads the response

You get here from step 7, Report to the regulator and open a product review.

Complaint resolved and tracked

You get here from step 29, Open a corrective action, step 30, Keep monitoring the trend.