Expert Advice Community

Guest

Customer complaint

  Quote
Guest
Guest user Created:   Aug 17, 2017 Last commented:   Aug 17, 2017

Customer complaint

I want more details regarding service complaint and the best way for handling it..
0 0

Assign topic to the user

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Branimir Valentic Aug 17, 2017

Answer:
First of all, you'll need communication channel i.e. the way your customer can reach you. Service requests, publicly published form (e.g. on the self-service portal or service desk portal) or through Service Level management/Business Relationship Management processes - these are the common way to do it.

Once you receive customer complaint it's important to have someone to handle it. Equally important - to let the customer know that someone is working on his complaint.
An finally, internally you need to setup the procedure how to approach the complain. That would include, for example:
- whom to report that complaint has been received
- timescale (maybe hard to define general timescale to resolve complains but at least for usual complaints)
- escalation procedure
- roles and responsibilities
- depending on the services you provide - particular steps to resolve the complaint

Quote
0 0

Comment as guest or Sign in

HTML tags are not allowed

Aug 17, 2017

Aug 17, 2017

Suggested Topics

Guest user Created:   Mar 08, 2018 ITIL & ISO 20000
Replies: 1
0 0

Customer complaint

Guest user Created:   Feb 19, 2020 ITIL & ISO 20000
Replies: 1
0 0

BRM roles