ChecklistGuro Customer Complaint Management Process
Streamline your dispute resolution with our end-to-end Customer Complaint Management Process. Optimize case assignment, automate follow-ups, and transform negative feedback into loyalty through a structured, transparent, and scalable workflow designed to reduce resolution time and enhance customer satisfaction.
Start
Start of the Workflow/Process.
1. Retrieve Complaint Entry
Fetch the specific complaint details and customer information from the Complaint Data Model.
2. Fetch Customer Profile
Retrieve the customer's historical data and loyalty status from the Customer Data Model.
3. Calculate Severity Score
Apply a formula based on complaint category, customer lifetime value, and urgency to determine priority.
4. Create Investigation Task
Generate a new task assigned to the Support Agent to begin the internal investigation.
5. Assign Investigation Task
Create a structured task for the Support Tier 2 team with a mandatory investigation checklist.
6. Update Complaint Status
Change the status of the complaint entry from 'New' to 'Under Investigation'.
7. Get Related Order Data
Retrieve the transaction details associated with the complaint to verify product/service validity.
8. Calculate Total Monthly Complaints
Sum the number of all complaint entries created in the current month for management reporting.
9. Send Acknowledgment Email
Send an automated email to the customer confirming receipt of the complaint and providing a reference number.
10. Create Refund Approval Task
If the investigation suggests a refund is due, create a task for the Finance Manager.
11. Calculate Refund Amount
Calculate the total refund value including taxes and potential credit notes.
12. Update Customer Account Balance
Update the Customer Data Model to reflect a credit or refund applied to their account.
13. Create Resolution Log
Create a new entry in the Resolution History Data Model to document how the issue was resolved.
14. Send Resolution Notification
Send an email to the customer notifying them that their complaint has been resolved.
15. Generate Weekly Complaint Summary
Generate a report aggregating all resolved complaints, average resolution time, and customer satisfaction scores.
16. Archive Resolved Complaint
Move the complaint entry from the active queue to the archive (or delete from active view) once closed.
End
End of the Workflow/Process.
Start of the Workflow/Process.
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.
End of the Workflow/Process.
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