Customer Complaint Management Process

Start des Workflows/Prozesses.

Fetch the specific complaint details and customer information from the Complaint Data Model.

Retrieve the customer's historical data and loyalty status from the Customer Data Model.

Apply a formula based on complaint category, customer lifetime value, and urgency to determine priority.

Generate a new task assigned to the Support Agent to begin the internal investigation.

Create a structured task for the Support Tier 2 team with a mandatory investigation checklist.

Change the status of the complaint entry from 'New' to 'Under Investigation'.

Retrieve the transaction details associated with the complaint to verify product/service validity.

Sum the number of all complaint entries created in the current month for management reporting.

Send an automated email to the customer confirming receipt of the complaint and providing a reference number.

If the investigation suggests a refund is due, create a task for the Finance Manager.

Calculate the total refund value including taxes and potential credit notes.

Update the Customer Data Model to reflect a credit or refund applied to their account.

Create a new entry in the Resolution History Data Model to document how the issue was resolved.

Send an email to the customer notifying them that their complaint has been resolved.

Generate a report aggregating all resolved complaints, average resolution time, and customer satisfaction scores.

Move the complaint entry from the active queue to the archive (or delete from active view) once closed.

Ende des Arbeitsablaufs/Prozesses.