Customer Feedback and Complaint Handling Procedure Workflow

Customer Feedback and Complaint Handling Procedure

Type: Overview

The Customer Feedback and Complaint Handling Procedure involves five key steps to ensure timely resolution of customer concerns. 1. **Initial Receipt and Review**: The customer's feedback or complaint is received through various channels such as phone, email, mail, or in-person meetings. The information is reviewed by a designated staff member to determine the nature of the issue. 2. **Assessment and Escalation (If Necessary)**: Based on the review, an assessment is made to determine if further action is required. If necessary, the complaint is escalated to a higher authority for more thorough investigation. 3. **Resolution**: A suitable resolution is provided to the customer, which may include an offer of compensation or replacement of goods/services, depending on the nature of the issue. 4. **Follow-up and Closure**: After the resolution has been implemented, a follow-up is conducted to ensure that the customer is satisfied with the outcome and that any further concerns are addressed. 5. **Review and Process Improvement**: The feedback and complaint handling process is regularly reviewed to identify areas for improvement, ensuring that lessons learned are applied across all business operations.