Define the customer complaints process This involves clarifying customer contact points and the means of processing complaints. The main questions to ask are: Where can the customer contact us to report their dissatisfaction or make their complaint: what channel or tool? In person and/or online? What will be the process for managing this complaint: which team will handle the request? How will this request be followed ( ticketing ? Same contact or changing contact?) What monitoring indicators will you put in place to ensure that you meet your standards
and the expected level of satisfaction? Who Turks and Caicos Islands Email List should be notified at each stage of the customer complaints process? In all cases, please note that the processing of customer complaints is also governed by ISO standards , such as ISO 10002, and that to implement a relevant process. 1.4. Define monitoring indicators To be able to monitor the proper handling of customer complaints,
it is essential to be able to measure what is done, and first of all, to have identified the indicators that you wish to monitor and manage. We also talk about KPI, for Key Performance Indicator. These indicators will allow you to improve over time. To define the quality of service between a company and a customer, we will talk about SLA, or Service Level Agreement . SLAs can also serve as benchmarks to manage processing times by the different services that will intervene on a claim request (we will speak of a collaboration contract for example). Defining SLAs is also very important in setting up your process. Here are some examples of indicators