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    Complaint Mangement For CP

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    Amit Varyani
    This document provides information about complaint management. It defines complaint management as resolving individual complaints and identifying opportunities to improve systems. An effective complaint management system is important for providing quality customer service by measuring satisfaction and getting feedback. Customers should be treated with respect when making complaints and given assistance. Complaints should be managed by trained staff in an open, fair and effective manner according to the organization's complaint management system. Flow charts show the complaint process from receiving by a channel partner to resolution.

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    Complaint Mangement For CP

    Uploaded by

    Amit Varyani
    8 views6 pages
    This document provides information about complaint management. It defines complaint management as resolving individual complaints and identifying opportunities to improve systems. An effective complaint management system is important for providing quality customer service by measuring satisfaction and getting feedback. Customers should be treated with respect when making complaints and given assistance. Complaints should be managed by trained staff in an open, fair and effective manner according to the organization's complaint management system. Flow charts show the complaint process from receiving by a channel partner to resolution.

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    Complaint Mangement for CP

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    This document provides information about complaint management. It defines complaint management as resolving individual complaints and identifying opportunities to improve systems. An effective complaint management system is important for providing quality customer service by measuring satisfaction and getting feedback. Customers should be treated with respect when making complaints and given assistance. Complaints should be managed by trained staff in an open, fair and effective manner according to the organization's complaint management system. Flow charts show the complaint process from receiving by a channel partner to resolution.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    8 views6 pages

    Complaint Mangement For CP

    Uploaded by

    Amit Varyani
    This document provides information about complaint management. It defines complaint management as resolving individual complaints and identifying opportunities to improve systems. An effective complaint management system is important for providing quality customer service by measuring satisfaction and getting feedback. Customers should be treated with respect when making complaints and given assistance. Complaints should be managed by trained staff in an open, fair and effective manner according to the organization's complaint management system. Flow charts show the complaint process from receiving by a channel partner to resolution.

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    30th April, 2020

    Complaint Management
    Complaint Management

    Q - What is complaint management?


    A - Complaints management is about resolving individual
    complaints and identifying opportunities to make systemic
    improvements.
    Q – Why manage complaints?
    A - An effective CMS is integral to providing quality customer
    service. It helps to measure customer satisfaction and is a useful
    source of information and feedback for improving services. Often
    customers are the first to identify when things are not working
    properly.
    Q - How should customer complaints be managed?
    A - Customers making complaints should be treated with courtesy
    and respect. They should be given reasonable assistance to make
    their complaint.
    Customer complaints should be managed by trained staff in an
    open, accountable, responsive, fair, efficient and effective way in
    accordance with the organization's CMS.
    Abbreviations used

    CMS – Complaint Management System

    SR – Sales Representative
    QC – Quality Control

    CS – Customer Support
    CP – Channel Partner
    CN – Credit Note
    Complaint flow chart.

    CP receives a
    complaint from
    the client

    CP informs
    Armstrong SR

    CP visit the site


    Armstrong SR to and verify
    log complaint on
    online portal
    If complaint is not If complaint is
    genuine then CP to genuine then CP to
    report to QC/SR on report to QC/SR on
    Automated
    same day same day
    email is sent to
    QC person
    QC to close the
    QC to visit site
    complaint on
    online portal and verify
    Complaint flow chart.

    QC will prepare
    report and submit to
    product team

    After approval/disapproval from product


    team. QC will inform CP and SR.

    In case of approval In case of disapproval


    the complaint will be
    , CN will be issued closed and informed
    to the CP. to CP.

    For CN to be
    processed , the rejected
    Rejected material to be sent back to CWH, only after
    material has to be confirmation from CS
    returned back to CWH

    After confirmation
    from CWH, CS will
    process the CN

    QC to close the
    complaint on online
    portal

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