Complaint management: first the golden rules then the software ..

From Metaware's knowledge center .
Keywords: complaints management, golden rules, software, digital complaint handling, complaint registration system, complaints, deviations, complaints system, workflow, online

The first step is to improve the complaint management process itself. For successful complaint management, the following 10 golden rules are a must:

1. Every complaint is a moment for improvement
   If customers come with complaints, they have a reason for it. They have discovered something that is not going well. Use this as a starting point to improve your own services or your own products. It is a free improvement moment!
    
2. Complaint management means: no barriers
   Customers who complain are an opportunity to bind them to you and thus keep them longer. Actually, customers should be encouraged to complain.. Make it easy for them by submitting a complaint quickly and easily, for example with a digital complaint form. And of course, provide immediate and quick feedback. Let them know that you have a complaint management system.
    
3. Complaint management, a clear process 
   Complaint management should be a clear, well-known and set up process. Set up from the customer's perspective. The players in this process must know their tasks and be informed in a timely manner if a complaint arises, for example by means of an automatic notification.
    
4. The more complaints the better
   More complaints gives a better picture of where the organization can be improved. More information provides a more reliable picture, especially if it is recorded in a structured way. Root cause analyses can be better performed.
   Make it easier for the customer to complain, even encourage it!
    
5. Complaints are a customer bond
   Dealing with complaints is dealing with customers. Provide clarity in dealing with complaints. Anchor it in your quality policy, clear starting points, values and principles.
    
6. Leadership management
   Management should support the importance of complaints in all respects. They have to make people and resources available. Without good leadership, there is no customer and complaint focus.
    
7. Complaint management, the drive to ..
   Complaint management must be embedded in the corporate culture: the drive to want to improve. Setting goals, and raising the bar every year .. Listening to each other and being positively open to criticism is part of this.
    
8. First the customer, then the complaint. 
   Make sure that the customer is helped first, with or without a temporary solution. Then continue to look at how recurrence can be prevented. Especially the 1st line employees must be prepared for this. It is an investment in the knowledge of the employees, but ultimately a saving on costs.
    
9. Both internal and external complaints
   Your own employees can also file complaints. Treat them in the same way in the complaints management system. It must also fit within the own corporate culture.
    
10. Reward and Appreciate Complaint Handlers 
    The employees who successfully handle the complaints are valuable. Reward and appreciate them. This investment also pays for itself!

For a detailed explanation, check out our Improware product page, the demo environment of Improware or try it NOW (in 60 seconds ..).
And then immediately apply the golden rules ...