Forums   Reply   Statistics   Sign Up   Search   F.A.Q.    
Customer Service Manager Forum / Customer Service Forum /

Complaint Management/Tracking

Author Message
dcollins007
Member
#1   Posted: 22 May 2008 13:47
 


I would like to hear suggestions on what has worked for anyone in the realm of complaint management/tracking, more specifically what methods you use to track complaints and respond to them. My current company does not have a formal policy set, and I need to implement something ASAP. Please help.

JazzTab1
Member
#2   Posted: 4 Jun 2008 09:41
 


Hi dcollins,

I have managed complaint tracking for about 15 years. I would strongly urge you to research the use of complaint tracking software. In the meantime, you may want to set up an excel spreadsheet which tracks using case numbers (you can use any random set of numbers to start, i.e. 0001). I'm sure it goes without saying that your numbers should be sequential. You should also determine what you want to track and establish standards around those metrics. Do you want to track the type of complaint you receive; the number of days it takes to respond and/or resolve an issue; the final resolution, etc? Once you have determined what information is important, you can set up a simple spreadsheet. If you have access to database software, you may want to work with your IT group to set up a tracking system. But, I would encourage you to keep control of the project. Otherwise, you may end up tracking unecessary/useless information or, it may not suit your purpose.

I hope this helps.

JazzTab1

ayaree
Member
#3   Posted: 11 Jun 2008 20:12
 


JazzTab, something about the way you answered is well-received, to me. I like it!!

ayaree
Member
#4   Posted: 16 Jun 2008 18:36
 


DCollins, what do you think, have you found time to come back and see?

 Your answer Click this icon to move up to the quoted message

» Username  » Password 
Only registered users can post here. Enter your login/password correctly before posting a message, or register first.