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This thread is carried over and continued in the Current Elsmar Cove Forums 
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This thread is carried over and continued in the Current Elsmar Cove Forums
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The New Elsmar Cove Forums
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 The New Elsmar Cove Forums
 Miscellaneous Quality Topics
 Customer Complaint Definition
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| Author | Topic: Customer Complaint Definition |
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tebe Lurker (<10 Posts) Posts: 1 |
posted 05 November 1999 08:09 AM
   
Can anyone please inform of where I can find a formal official definition of a customer complaint? IP: Logged |
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Marc Smith Cheech Wizard Posts: 4119 |
posted 18 November 1999 04:10 AM
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. IP: Logged |
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David Guffey Forum Contributor Posts: 49 |
posted 19 November 1999 04:24 PM
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?) IP: Logged |
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Marc Smith Cheech Wizard Posts: 4119 |
posted 19 March 2000 06:51 PM
A thought: << From: "Hale, Richard" [email protected] Can anyone provide me with example policies or procedures for handling 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 IP: Logged |
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