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