Categorization of Customer Complaint: Making Customers feel they are Top Priority

[biboy2012]

Currently, the prioritization of corrective action is categorized according to the following criteria:

High priority
Medium priority
Low priority

However, we all know that all customers want to feel valued. Despite the categorization of complaint, we don’t want customers feel they are faced with competing priorities. I was thinking to categorize them as "Urgent", "Important", and whatever. I don’t know the right word for the third category, but it should sounds positive. So, I was wondering if anyone has opinion/suggestion on this.

Any idea?

[kg209]

My suggestion would be to let the customer know they are important through your awesome customer service and to keep the prioritization internal to your organization. I can't imagine telling a customer that their complaint is low priority (even if your organization may think so)

[biboy2012]

In Reply to Parent Post by kg209

My suggestion would be to let the customer know they are important through your awesome customer service and to keep the prioritization internal to your organization. I can't imagine telling a customer that their complaint is low priority (even if your organization may think so)

Thanks for your response, kg209. I totally agree with you.

I have attcehd the Severity Level and Turn-Around Time Determination Worksheet I designed. Before jumping towards the customer complaint categorization results I would like to highlight some indicators I included.

1- Likelihood (0-5 Incidents/mo, 6-10 Incidents/mo, and 11-Above Incidents/mo)
2- Temperament (enthusiastic, calm, irate)
3- Frequency of Call (first, second., third)
4- Project Class (low (1 million to < 5 million) , medium (5 million to <10 million), high (10 million and above)

Now comes to the outcome:

First, I worked out the sum of all the 4 indicators and divide by four, then converted the numerical value to non-numerical.

The above stated point of views is solely based on personal considerations. I am not the expert in customer service. I would appreciate any comments/suggestions on this idea. Did I miss something or vaguely possible to do? Could someone give me some pointers as far as you could see?

Many thanks in advance.

[somashekar]

In Reply to Parent Post by biboy2012

Currently, the prioritization of corrective action is categorized according to the following criteria:

High priority
Medium priority
Low priority

However, we all know that all customers want to feel valued. Despite the categorization of complaint, we don’t want customers feel they are faced with competing priorities. I was thinking to categorize them as "Urgent", "Important", and whatever. I don’t know the right word for the third category, but it should sounds positive. So, I was wondering if anyone has opinion/suggestion on this.

Any idea?

Respond to every customer complaint in time and make corrections / take corrective actions depending upon the gravity of the complaint. Get back to the customer more than once to close the complaint to his satisfaction.
Apart from this, categorization or mathematical indications are a waste of time and lead to nothing.

[NumberCruncher]

In Reply to Parent Post by biboy2012

Thanks for your response, kg209. I totally agree with you.

I have attcehd the Severity Level and Turn-Around Time Determination Worksheet I designed. Before jumping towards the customer complaint categorization results I would like to highlight some indicators I included.

1- Likelihood (0-5 Incidents/mo, 6-10 Incidents/mo, and 11-Above Incidents/mo)
2- Temperament (enthusiastic, calm, irate)
3- Frequency of Call (first, second., third)
4- Project Class (low (1 million to < 5 million) , medium (5 million to <10 million), high (10 million and above)

Now comes to the outcome:

First, I worked out the sum of all the 4 indicators and divide by four, then converted the numerical value to non-numerical.

The above stated point of views is solely based on personal considerations. I am not the expert in customer service. I would appreciate any comments/suggestions on this idea. Did I miss something or vaguely possible to do? Could someone give me some pointers as far as you could see?

Many thanks in advance.

Hi biboy2012

Two comments.

1) There is nothing in your calculation that considers how long someone has been waiting for a reply. Do low priority complaints keep getting pushed to the back of the queue? That's a good way to loose customers.

2) What are you doing about the complaints? Are you analysing the complaints and trying to fix systematic problems? That way you get fewer complaints. This is a much higher priority.

You may be doing a lot about trying to fix the problems in a systematic way. If so, great! But I will ask the question anyway, just in case.

NC