What is the process of capturing "oral" customer complaints?

[SGquality]

Just curious to know what is the process for capturing "oral" customer complaints?

FDA defines “complaint” as any written, electronic, or oral communication that alleges deficiencies related to the identity, quality, durability, reliability, safety, effectiveness, or performance of a device after it is released for distribution.

So, this question arose when we were discussing the process for customer complaints and there was a comment if there is a family occasion going on and another person walks to me and says his uncle is using my company's product and has quality issues.

So, first, would this constitute a customer complaint because as an employee of XYZ, I became aware of an alleged deficiency?

Thanks!

 

[Kronos147]

A log might be a good start.



Additionally, if the complaint was from the nephew, why not follow up with the uncle via e-mail and now it's documented.

 

[Ninja]

We simply entered customer contacts into a database.
Prior to the database, it was an email to pertinent parties.
If it was a complaint outside of R&D, the QM was copied on the email.

...if in R&D (someone complaining that the experiment didn't work) it was not considered a complaint, but feedback as part of the design process.

Oral complaint requires someone to listen, perhaps any one of 50 people (including salespeople)...they should be trained to report the complaint by email to whatever established process you have to address the complaint.

(Good luck with the salespeople...if you're successful there, you've got me beat...)

 

[ScottK]

Just curious to know what is the process for capturing "oral" customer complaints?

FDA defines “complaint” as any written, electronic, or oral communication that alleges deficiencies related to the identity, quality, durability, reliability, safety, effectiveness, or performance of a device after it is released for distribution.

So, this question arose when we were discussing the process for customer complaints and there was a comment if there is a family occasion going on and another person walks to me and says his uncle is using my company's product and has quality issues.

So, first, would this constitute a customer complaint because as an employee of XYZ, I became aware of an alleged deficiency?

Thanks!

Yes! That can be construed as a customer complaint and with all the social media outlets today we need to pay attention to this.

I would advise you address this in your complaint procedures and come up with a way to deal with it and train everyone.
Personally I would tell this person "I hear you and I'm sorry you have an issue but I'm not in a position to talk about it now. Here's my work email address, please contact me with further details on Monday when I'm in the office and I'll see that your concern gets to the right people."

Same goes if someone complains about your companies product on your Facebook, Twitter, LinkedIn, etc...Even more so because there's now an electronic record.

 

[Ninja]

"I hear you and I'm sorry you have an issue but I'm not in a position to talk about it now. Here's my work email address, please contact me with further details on Monday when I'm in the office and I'll see that your concern gets to the right people."

Same goes if someone complains about your companies product on your Facebook, Twitter, LinkedIn, etc...Even more so because there's now an electronic record.

That is a great approach.

In this case, if no electronic record is ever sent...would you create a record of the off-hand comment? Or blow it off as nothing unless they followed up?

Not sure how I feel about it...I could easily go either way for compliance.
For maintaining company image (toward NPAT) I think I would count it as a complaint.

 

[BradM]

That is a great approach.

In this case, if no electronic record is ever sent...would you create a record of the off-hand comment? Or blow it off as nothing unless they followed up?

Not sure how I feel about it...I could easily go either way for compliance.
For maintaining company image (toward NPAT) I think I would count it as a complaint.

I would suggest that in the case of FDA, Scott's answer is sound.

Thing is... I'm not putting myself in the complaint handling business. But I am making sure it's directed towards the appropriate party.

I have had to complete training on procedures, where employees are required to assure complaints are handled.

Regardless of FDA or not, I would certainly capture a complaint one way or the other. It could be an e-mail to somebody with the relevant information. That may be the first complaints made, and can give the company time to prevent further problems before they arise.

 

[ScottK]

That is a great approach.

In this case, if no electronic record is ever sent...would you create a record of the off-hand comment? Or blow it off as nothing unless they followed up?

Not sure how I feel about it...I could easily go either way for compliance.
For maintaining company image (toward NPAT) I think I would count it as a complaint.

I would have it logged the next work day with what I remembered
That being said, I would not put myself "on the clock" at the party/gathering and take down information because that's not the place... privacy concerns and all.

 

[Risky]

I work for a large company and we have a Service desk where complaints (verbal) are taken. Our service rep listens to the customer, logs the information, and finally tells the complainer that an email will be sent to him to confirm that all pertinent information is correct. This becomes the formal record of the complaint. < 25% of people return the completed complaint therefore they really didn't have a complaint. Our company policy is simply if the complaint isn't recorded and signed by the complainer then it never happened.

 

[Marc]

96% of unhappy customers won’t complain to you, but will tell 15 friends

5 Major Reasons Why Unhappy Customers Don’t Complain

 

[Risky]

Marc,
We did respond to the oral/verbal complaint. They were formally logged in and sent bact to the complainant for approval (is this your complaint) before we would act on it. A lot of times people complain for the sake of complying.