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Developing A Customer Complaint System
Background Identify Customer Requirements 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 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 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 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 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.
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