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Author Topic:   Customer Complaint Definition
tebe
Lurker (<10 Posts)

Posts: 1
From:Billingstad, Norway
Registered: Nov 1999

posted 05 November 1999 08:09 AM     Click Here to See the Profile for tebe   Click Here to Email tebe     Edit/Delete Message   Reply w/Quote
Can anyone please inform of where I can find a formal official definition of a customer complaint?

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
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posted 18 November 1999 04:10 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
A Customer Complaint is any communication a customer has with your company in which 'displeasure' is expressed. Bear in mind not every customer complaint is valid.

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David Guffey
Forum Contributor

Posts: 49
From:St. Joseph MI, USA
Registered: Oct 1999

posted 19 November 1999 04:24 PM     Click Here to See the Profile for David Guffey   Click Here to Email David Guffey     Edit/Delete Message   Reply w/Quote
We have chosen to use the term "Customer Concern". A Customer Concern may or may not be a "complaint", but it does need attention. I guess this goes along with our philosophy that we "team" with our customers. It is to our mutual benefit to arrive at solutions so THEIR customers are satified. (Does this make sense out there?)

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Marc Smith
Cheech Wizard

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From:West Chester, OH, USA
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posted 19 March 2000 06:51 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
A thought:

<< From: "Hale, Richard" haler@oclc.org

Can anyone provide me with example policies or procedures for handling
customer complaints? >>

From: ISO Standards Discussion
Date: Wed, 15 Mar 2000 09:13:14 -0600
Subject: Re: Customer Complaint Procedure /Hale/Mewborn
From: "Mewborn, Shawn" SHAWNMEWBORN@pmsc.com

This may not be what you are looking for - but here are the basics of our system.

We set up a web-site for taking complaints. We publish this location at all customer meetings and through printed materials sent to customers. In addition, all account reps tell their clients about the site. For those clients still w/o internet access, a phone call to your account rep takes care of it since the account reps can enter a complaint into the same system through an intranet site.

The web-site automatically emails our Help Desk Manager (2 people back him up).

As a client you receive a response within one business day indicating your complaint has been received (by help desk) and forwarded to the appropriate party for resolution. You will receive either a resolution or status update (for more significant issues) within five business days. The automated system prompts the person responsible for the complaint to respond or the complaint is escalated to their boss, and then to their boss, etc. until resolution is complete.

We then group and track the data to look for trends and corrective actions.

Hope this helps.

Shawn Mewborn
Shawnmewborn@pmsc.com

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