What is complaint management?

What is a complaint management system?

• Answer:

  Receiving and responding to customer complaints in a professional and responsive manner is a core function of sales and support employees. However, managing those complaints can be a daunting task, which is why a healthy complaint management system can come in handy.Customer SubmissionsA complaint management system allows customers (whether new or existing) to submit their grievances in a standard fashion. Typically this is done by way of a web-form or special email address designed to collect such feedback.WorkflowOnce a customer submits his feedback, it starts a workflow within the company designed to triage and handle the complaint in an efficient manner. A proper workflow is key to a successful complaint management program; issues need to reach the appropriate personnel quickly.ResponseTo customers, response is the most important piece of the system. They want the fastest, most complete answer to their complaints, which makes the workflow even more important.AccountabilityIf a response gets returned by a customer for further clarification, or if inaccurate information is reported by an employee, a complaint management system provides a paper trail of people who saw or worked on each individual ticket.ReportingCustomer service is expensive, so reporting on metrics like issue response rate, time to resolution, and volume of submissions is key to running a successful program.Pulse of the CustomerIn addition to a reporting dashboard, more advanced options are available for complaint management including semantic analysis (for example, judging the mood or perception of a customer who has submitted a complaint based on the language he used). This data can also be tracked over time to collect the pulse of your customers.Source:http://govinfo.library.unt.edu/npr/library/papers/benchmrk/bstprac.htmlhttp://web1.msue.msu.edu/imp/modtd/33209845.htmlMore Information:http://www.valuingcomplaints.org.uk/home/