How to document customer complaints from next door customer ?

BradM

Staff member
Admin
#11
This sounds like the grumpy old lady in a neighborhood full of young families.:confused:
:lmao::lol: Not to HiJack Ajit's thread, but my mother in law came to mind. She's everywhere, and because she is everywhere, we here about everything.:tg:

Ajit, write a "Local Customer Complaint" procedure (and yes, I'm mostly serious). You can "spin" it as though its improving your services to them. Identify the level of risk (or severity) and how often things can be notified. Like SteelMaiden mentioned if it's that your trash cans are not in the right place, they can report such things once a month. If it's critical (and that would be proceduralized) then they can call this person or whatever.

Too, except for critical things, establish a written policy. I certainly am not speaking for your culture, but I would think your customer should be willing to partner more with you and create a better working relationship. It's hard to manage and measure complaints when bob gets a phone call, Ajit gets an e-mail, Jane gets visited by the customer rep, etc. Having one method of reporting may lower the irritation factor also.

Communication is one of the biggest problem-areas in marriage, and can be in business also. Set up a way that they can channel complaints and that don't wear you down to nothing.
 
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Ajit Basrur

Staff member
Admin
#12
Any ideas on eliminating certain type of customer complaints by terming them as "invalid" so that these need not be tracked :confused:

For example - if the customer has complained for product failure of a parameter that is not in the spec and likewise :rolleyes:
 
P

Peter West

#13
I would expect (and this is not based on any experience or factual knowledge) that if an external auditor noticed a complaint concerning a parameter, whether it was addressed in initial service agreement or not, they would look to have that complaint, acknowledged and acted on.

I was recently told it is find to do nothing when you note something, as long as you have considered its impact, the root cause, and have recorded your findings and reasoning for doing nothing. Tough one though. The client could try and have you jumping through hoops forever on that basis. :frust:
 

BradM

Staff member
Admin
#14
Any ideas on eliminating certain type of customer complaints by terming them as "invalid" so that these need not be tracked :confused:

For example - if the customer has complained for product failure of a parameter that is not in the spec and likewise :rolleyes:
Again.... Customer complaint procedure. If you have things coming in the same fashion, and compared the same, you can check them off the list.

I think you could spin this to make it appear you're improving quality (which, actually, you are) and not irritate your customer. Yes... the customer is always right:rolleyes:, but they can also tax your system where your productivity is being lowered a great deal.
 

SteelMaiden

Super Moderator
Super Moderator
#15
We track even the invalid complaints. I think that doing that shows more about how dedicated you are to the system that only the ones that are going to cost you. It doesn't take long, if it is invalid you probably can tell right away. Just document why it is not valid and how you covered it with your customer:

The customer has stated that they wanted an orange model T, yet they are fully aware of the fact that Mr. Ford only produces black model Ts. The fact that there is only one color choice in ordering a model T was fully conveyed to the customer during the contract review stage (as evidenced in the attached contract review document and the subsequent acceptance).
 
G

gooofii

#16
Again.... Customer complaint procedure. If you have things coming in the same fashion, and compared the same, you can check them off the list.
I agree with Brad, I would do an internal NonCons form for Customer complaints. Then you can easily track the complaints and put your hand on the root cause, there must be a reason for that every day complaint:bonk:.

I suggest MS Access as an electronic template for that Non cons, if you are interest I could send you initial template as a start and you edit it to match your requirements.
 

Ajit Basrur

Staff member
Admin
#17
I agree with Brad, I would do an internal NonCons form for Customer complaints. Then you can easily track the complaints and put your hand on the root cause, there must be a reason for that every day complaint:bonk:.

I suggest MS Access as an electronic template for that Non cons, if you are interest I could send you initial template as a start and you edit it to match your requirements.
Yes please send it :)
 
G

gooofii

#18
for some reason I couldn't attaches the file by its own , perhaps coz of the size. However i zipped it and attaches it, you will need winrar or winzip to open it, its free online. :agree1:
The file is MS Access file for a Non Cons template for customer complaints, it cover noncons and corrective action . let me know if you need more clarification on the file.
 

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