Having handled complaints and now experiencing trouble with a few service and product providers, made me think of the entire Complaint management cycle that a company should have…
A few basic thought starters in random order
– Are you selling a product or service?
– What is the value of this product or service? And what is the premium you are charging?
– Who is the complainant? Internal or External? If external, Customer or Consumer?
– How critical is complaint resolution and management to the brand equity of the product?
– What types of complaints will be your liability and to what extent will they be entertained?
– Till when (time) should you take the liability (and extent) of ensuring the quality of the offering?
– What is the resolution process? Internal and Externally visible processes. Time between processes?
– Is the treatment the same for both internal and external people?
– How long should the final response time be?
– How much of information on the complaint will be shared with the consumer?
– How do you measure satisfaction of the entire complaint resolution process?
