Keeping records is good for legal protection as well. Customer complaint records can provide some protective value. If a customer makes a complaint about the way he was treated or an experience with the product that is damaging and untrue, your records may serve as part of your defense.

Why is it important to write or record the process of handling the complaint?

It establishes that you were concerned enough to pay attention to and record the details of the situation. It may determine whether or not your complaint is taken seriously. Having the proper documentation may make a difference as to whether or not the complaint can be acted on by a regulator or court.

What information would you need to record the details of a customer complaint?

Your log should include the following:

1. The company name (if B2B)
2. Contact details of the complainant.
3. Date the complaint was made.
4. How the complaint was made (social media, email, phone, walk-in)
5. Description of the complaint.
6. Person responsible for complaint resolution.
7. Status through to resolution.
8. Date of resolution.

Why should a business collect and record customer complaints?

Recording complaints Use customer complaints as a way to collect customer information. Not only can you record the complaint, but also who made it, why, which staff member heard the complaint and what was done to resolve the problem.

What are the common customer complaints?

Here are the most common types of customer complaints and what you can do to address them.

• Long wait times.
• Not being able to contact support.
• Having to repeat information.
• Lack of empathy.
• Inefficent knowledge.
• Inconvenient hours.
• Information is hard to find.
• Inconvient channels.

What is a good complaints procedure?

How to handle complaints

• Thank the customer for complaining.
• Say that you are sorry that the problem has happened.
• Put yourself in your customer’s shoes.
• Start with the view that the customer has a valid point, not that they are trying to rip you off.
• Get the facts first.
• Correct the mistake.
• Learn from every complaint.

What should I do if I have a customer complaint?

Go through the complaint in detail so you can understand exactly what the problem is. Keep records of all complaints in one central place or register. This will help you identify any trends or issues. Check that you have understood and recorded the details of the complaint correctly. Ask questions if necessary.

Why are all complaints recorded on a complaint Register?

All complaints should be recorded on a complaints register, classified and analysed to identify systemic, recurring and single incident problems and trends in order to identify key risk areas and help eliminate the underlying causes of complaints through corrective actions.

What should be kept in a complaint paper?

The paper is available in full here. Records should be kept of every complaint including records of the description of the complaint, supporting documents if any, immediate action taken, records relating to the investigation including witness statements if any etc.

What should be included in a customer complaint log?

Your log should include the following: The company name (if B2B) Contact details of the complainant. Date the complaint was made. How the complaint was made (social media, email, phone, walk-in) Description of the complaint. Person responsible for complaint resolution.