how to keep a customer complaint log - and why!

How To Keep A

Customer Complaint

Log- And Why!

Whether you manage

a large company

or are a sole trader

Your customer complaints are invaluable

No business is perfect and errors are a

learning experience

– believe me,I’m learning

By documenting your customer complaints you will turn negative into positive, resulting in a

more profitable business

The Negative Value of Customer Complaints

Money via credits and lost sales

Complaints cost you:

Time in resolution

The Negative Value of Customer Complaints

to your customer’s satisfaction are discussed with friends and colleagues

Complaints not dealt with

The Negative Value of Customer Complaints

stress or low morale

Complaints can cause

The Positive Value of Customer Complaints

increase customer loyalty

Complaints resolved effectively can

The Positive Value of Customer Complaints

your procedures need to be changed to

reduce repeat errors

Complaints show you where

The Positive Value of Customer Complaints

numerous other people

who had a similar issue but didn’t tell

you

Complaints reported to you represent

The Positive Value of Customer Complaints

chance to turn an

unhappy customer into

a satisfied one

Complaints are a

The Positive Value of Customer Complaints

your clients how your business

deals with a problem

Complaints show

The Positive Value of Customer Complaints

on social media are seen by your wider networks

Complaints made (and resolved)

The Positive Value of Customer Complaints

identify product

improvement, training needs and modifying promotional

material

Complaints can

The Positive Value of Customer Complaints

great word of mouth

Complaints resolved generate

What is a Customer Complaint Log?

A simple record valuable in making sure complaints are handled in a

timely manner and do not slip through the cracks

The log provides a learning tool to

discover trends and for teaching employees

How to Keep a Customer Complaint Log

Your log should include the followingCompany name

(if B2B) Complainant contact details

Complaint date How the complaint was made (social media, email, phone, walk-in)

Description of complaint Person responsible for complaint resolution

Status through to resolution Resolution date

Complainant contacted – feedback from complainant Complaint Closed

Review and Prevent

Review your complaint log

regularly to see what trends or patterns exist

and where countermeasures should be taken to prevent future

complaints

Customer Complaint Log Template

If you would like a copy of a customer complaint log

template, email me: justine@yourva.co.nz

and I’ll send you my Excel version

For the full article:

www.yourva.co.nz/how-to-keep-a-customer-complaint-log-and-why/