Customer Complaint Handling Process
Structured workflow for managing customer complaints from registration through assessment to resolution and follow-up
Objective
Efficiently resolve customer complaints while maintaining high satisfaction levels
Participants (3 roles)
Input
Customer complaint via phone, email, or in-person
Output
Resolved complaint with customer satisfaction feedback
Process Flow
flowchart LR
node0["Complaint Registration"]
node1["Complaint Assessment"]
node2["Resolution"]
node0 --> node1
node1 --> node2
classDef default fill:#1e293b,stroke:#3b82f6,stroke-width:2px,color:#e0e7ff,padding:10px
Performance Metrics
1-3 days
Avg. Completion Time
24-48 hours
resolutionTarget
80%+
satisfactionGoal
100-500 complaints
monthlyVolume
Stages Overview
| PROPERTIES | STAGE 1
Complaint Registration | STAGE 2
Complaint Assessment | STAGE 3
Resolution |
|---|---|---|---|
| Stage Owners | Customer Service Representative | Senior Representative | Senior Representative |
| Stage Workers | - | Customer Service Representative | Customer Service Representative |
| Duration | 15-30 minutes | 30-60 minutes | 1-24 hours |
| Output Fields | •
Complaint Description* •
Contact Method* •
Customer Account Number* | •
Priority Level* •
Complaint Category* •
Assessment Notes* | •
Resolution Type* •
Resolution Description* •
Customer Satisfaction* |
| To-dos | • Record complaint details and verify customer info • Generate ticket and send acknowledgment | • Analyze complaint and determine root cause • Assign priority level based on impact | • Develop and implement solution • Communicate resolution to customer |
Automation Rules
Automation 1: Field Value Alert
If Priority Level equals, Then send notification to Customer Service Manager with message: "Critical complaint requires immediate attention"
Automation 2: Custom Automation
If stage_overdue, Then escalate to Customer Service Manager with message: "Complaint resolution delayed - please review"
Workflow Summary
Total Stages
3
Total To-dos
6
Output Fields
9
Automations
2