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Re: Re: Yeah, but....
Now Energy... not all customers want something for nothing...
You believe that - I've got ocean front property for sale in Arizona. Great price!
Ok... seriously.... What makes THAT customer's complaint valid as opposed to the others that came before? Or, what makes that complaint not valid simply because there isn't a history yet? Trend analysis is great, but some things can't wait for trends.
Right now, I'm tracking "contacts" (those may or may not be a complaint - e.g. "your prices are too high"). If the contact requires action, then a CA/PA is filed with the appropriate department. If the customer requires a response - that is automatically classified as a complaint and automatically gets a CA report. Who determines? Why.... little ol' me.... The contacts are then trended on a frequent (no definitions here) basis to determine if something needs to have a CA/PA written. Trends are also reported at the quarterly Management Review Meeting for review and possible action.
This is still a new process (or is that procedure? Oooops... wrong thread
) and I'm still trying to work the bugs out. Can you see any holes in the system?
Cheers!!!
energy said:
Unfair question.
Customers all want more for less. How about, "You guys are always late with my stuff?". We would look back at our Customer Complaints and see if that common to other Customers. If it's not valid, no response. (No complaint) If it's valid, I would respond with my CA/PA to Sales/Shipping. Who determines? Why, I do, of course.
Unfair question.
Ok... seriously.... What makes THAT customer's complaint valid as opposed to the others that came before? Or, what makes that complaint not valid simply because there isn't a history yet? Trend analysis is great, but some things can't wait for trends.
Right now, I'm tracking "contacts" (those may or may not be a complaint - e.g. "your prices are too high"). If the contact requires action, then a CA/PA is filed with the appropriate department. If the customer requires a response - that is automatically classified as a complaint and automatically gets a CA report. Who determines? Why.... little ol' me.... The contacts are then trended on a frequent (no definitions here) basis to determine if something needs to have a CA/PA written. Trends are also reported at the quarterly Management Review Meeting for review and possible action.
This is still a new process (or is that procedure? Oooops... wrong thread
Cheers!!!
