Managing and Resolving Complaints

Complaints can be managed and resolved effectively by observing these points:

1. Installing Correct Measurements and KPI's
2. Install Robust SLA's
3. Complaint Capture @ Source
4. Immediate Customer Recovery and Incident Management
5. Complaint Escalation
6. Solving the Complaint
7. Customer Contact and Feedback
8. Central Complaints Repository
9. Complaint Data Analysis
10. Root Cause Analysis of the Issue
11. Issue Resolution
12. Revise Policy/Processes/Procedures, Measurements, KPI's, and SLA's
13. Institutionalize Changes
14. Communicate (Internal and External)
15. Track New Performance

In the following blogs, I shall talk about each of them in depth and invite readers to suggest, share and discuss.