Developing A Customer Complaint System

Background
The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.

Identify Customer Requirements
A consultant was assigned to the design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes the needs of the customer and integrates them with the company processes to ensure the needs are met.

The first task was to identify what the customers' requirements were for complaint handling and how well customers felt their complaints were resolved. This involved conducting interviews with customers who had filed a recent complaint.Customers were asked to talk about their experience with the complaint handling process.

The purpose of this exercise was to:

determine positive and negative incidents in the complaint handling process

determine important information regarding the customer's feelings about the resolution of his/her complaint

identity the main reasons for deficiencies in the process

develop suggestions on how to improve the system.

Review Existing Complaint Process
The review of the process started` by developing a complaint management questionnaire that was administered to all complaint handlers. This provided a view of the complaint handling process across all departments of the company and at the same time it identified areas for improvement. An operations study was performed on the current complaint handling process.

A Service plan was developed that detailed the complete current process for a customer reporting a complaint to the company. A Serviceplan shows a cross sectional view of what is happening to all participants of the process at each step. This includes the customer, front line personnel, support personnel, other departments, and outside regulatory agencies.

With the Service plan it is easy to see escalation points and interfaces to other personnel and departments. This is critical information to understand when streamlining a process.

Other aspects of the process were analyzed, such as where do the customers call first to report a complaint, how do they find the number to call, and how many calls did they have to make before the complaint was resolved.

Analysis of Complaint Data
A complete analysis of complaint data for the past four years was conducted. Starting at the beginning of this process, a review was conducted of what information was being captured from the interaction between the complaint handler and the customer.

The review continued by investigating how the complaint data itself was captured and logged into a complaint database.We also looked at what types of reports were generated from complaint data and the frequency of distribution.

We also analyzed the claims data, searching for potential causes for the claims and the trend and frequency of claims. The data revealed certain tendencies that indicate that a new method for the administration of claims would have positive effects.

Recommendations
Aa synthesis was developed of the analysis, investigations, and review of the activities associated with the claims process in the holding company. Based on this, several recommendations emerged which were customized to the specific needs of each of the subsidiaries.

The recommendations included:

establish a Centralized Center

negotiate with the regulatory agencies in various states so they can direct the customers with complaints to the Center

establish stronger links with the service recovery process and the Center

establish diagnostic activities to prevent future complaints

implement prevention planning
establish targets for complaint reductions

The new system for administration and resolution of complaints has resulted in:

more effective and timely resolution of customers' complaints

focus on prevention and avoidance of recurring problems

integration of the different work units involved in the claims process

reduction of costs associated with the handling of claims

increased customer satisfaction

Managing Partner, Management Resources Inc.

In The News:


pen paper and inkwell


cat break through


What Every Employee Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

Setting Up a Customer of the Week Program for a Mobile Car Wash

In a mobile detail or mobile car wash business you... Read More

Stay - Say - Pay

Would you like to have customers that stay with you... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

More Customers - Watch those Little Things

Two situations, two perfectly acceptable experiences, but in one case,... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the... Read More

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made... Read More

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver.... Read More

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

What Every Manager Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

At Your Service: The Ten Commandments of Great Customer Service!

Customer service is an integral part of our job and... Read More

How To Kick Your Customer Service Up A Notch!

Welcome to the inaugural issue of Human Tech Tips --... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

Customer Loyalty

Loyal customers are the foundation of almost every business. Going... Read More