Keep control with good complaints management

There is nothing more frustrating that making a complaint to a company and getting none, or a poor response. It makes you feel like the company is not interested in your problem. This kind of situation can easily take what starts out as a simple issue and quickly escalate it into something that is no longer resolvable. Having been paid no attention in the first place, the customer has become enraged and is no longer amenable to you.

Handling complaints well is simple: just listening and responding quickly is normally all that is required. However, many companies fail to do this well because the complaints handling process is not very well defined. Because complaints are generally rare, the complaints handling procedure will most likely be unpractised by your staff.

Hornbill's Solution

Supportworks Complaints Management is designed to record and track complaints. Using workflow to guide the user, Supportworks Complaints Management ensures that the correct process is followed by the operator ,ensuring that the customer gets an immediate response, in writing where required and notifies the right people within the organisation about the complaint that has been registered.

Solution Features

Records and tracks all customer complaints and provides the customer with a unique complaint ID ensuring the complainant feels comfortable that they have been listened to. Enables the automatic creation of email messages or letter at the point of registering the complaint and during the complaint handling process, keeping the customer fully informed of the progress of their complaint. Using Workflow and Service Level Agreements, each complaint is automatically monitored by the system to make sure the complaint is being handled in a timely manner. Can be used in conjunction with the Customer or Consumer support solutions.

The screen shot below shows an example of a complaints management solution