customer complaint management checklist

7/25/2019 Customer Complaint Management Checklist

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Customer Complaint Management Checklist

Name of Salesperson:

________________________________________________________________________________

Name of Credit-checking clerk:

_________________________________________________________________________

Name of Territory:

__________________________________________________________________________________

Name of Customer:

__________________________________________________________________________________

Cause of Complaint:

_________________________________________________________________________________

S/

N

Activity Yes No

a! "ave you o#tained as much relevant information from your customer

as possi#le$#! "ave you identi%ed if the customer is dissatis%ed #ecause the product

delivered is a di&erent si'e( color( or model than the one ordered$c! "ave you identi%ed if the customer is dissatis%ed #ecause the

)uantity delivered is less than the )uantity ordered * the #alance is

#ack-ordered +to #e delivered ,hen availa#le$d! "ave you identi%ed if the customer is dissatis%ed #ecause the product

does not arrive #y the speci%ed date$e! "ave you identi%ed if the customer is dissatis%ed #ecause the

discounts +trade or promotional payments agreed on are not

rendered #y our company$f! "ave you identi%ed if the customer is dissatis%ed #ecause the product

does not have a feature or perform a function that the customer#elieved it ,ould$

g! "ave you identi%ed if the customer is dissatis%ed #ecause the product

is not of the speci%ed grade or )uality +does not meet agreed-on

speci%cations$. "ave you epressed sincere regret or apologi'e to your customer for the

pro#lem$0 "ave you displayed a service attitude +i!e! a true desire to help the

customer$ 1r have you promised to the customer that you ,ill get to the

root of the pro#lem and solve it as soon as possi#le$2 a! "ave you revie,ed your sales records to make sure the customer


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purchased the merchandise$#! "ave you revie,ed your sales records to make sure the product si'e(

color( or model in the sales record that the customer signed is the

same as the product si'e( color( or model delivered to the customer$c! "ave you revie,ed your sales records to make sure the product

)uantity in the sales record that the customer signed is the same as

the product )uantity delivered to the customer$d! "ave you revie,ed your sales records to make sure the product

arrival date in the sales record that the customer signed is the sameas the date the product ,as delivered to the customer$

e! "ave you revie,ed your sales records to make sure the discount

+trade or promotional payments in the sales record that the customer

signed is the same as the discount +trade or promotional payments

delivered to the customer$f! "ave you revie,ed your sales records to make sure the product has

the feature or perform the function that the customer #elieved it

,ould in the sales record that the customer signed is the same as the

feature or performs the function that the customer #elieved it ,ould

is delivered to the customer$g! "ave you revie,ed your sales records to make sure the product is of

the speci%ed grade or )uality +i!e! meets the agreed-on speci%cations

in the sales record that the customer signed is the same as the

product is of the speci%ed grade or )uality +i!e! meets the agreed-on

speci%cations delivered to the customer$3 a! "ave you carefully con%rmed from the sales record that the customer

,as right that the customer did purchase the merchandise$

Solution:4roceed ,ith 3# to 3g!#! "ave you carefully con%rmed from the sales record that the customer

,as right that the product si'e( color( or model delivered to thecustomer is di&erent from the product si'e( color( or model in the

sales record the customer signed$

Solution:5irst of all follo, the Sales Return Procedureto collect the

product from the customer! Then secondly follo, the Sales Order

Procedureto deliver the correct product si'e( color( or model to the

customer! 6ecord this incident in the Customer Complaint File!c! "ave you carefully con%rmed from the sales record that the customer

,as right that the product )uantity delivered to the customer is

di&erent from the product )uantity in the sales record the customer

signed$

Solution 1:7f the product )uantity delivered to the customer is less than

,hat the customer signed or ordered then follo, the Sales Order

Procedureto deliver the correct product )uantity the customer signed or

ordered! 6ecord this incident in the Customer Complaint File!

Solution 2:7f the product )uantity delivered to the customer is more than

,hat the customer signed or ordered then follo, the Sales Return


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Procedureto collect the surplus product delivered to the customer! Then

send a re,ard document to the accounting department to give the customer

a gift or discount for his kindness! 6ecord this incident in the Customer

Complaint File!d! "ave you carefully con%rmed from the sales record that the customer

,as right that the product delivery date to the customer is di&erent

from the product delivery date in the sales record the customer

signed$

Solution 1:7f the product is #eing delivered late to the customer to ,hat the

customer signed or ordered then report the incident to the 8istri#ution

8epartment and inform them to hasten delivery time as ,ell the C91 and

those in top management! 6ecord this incident in the Customer Complaint

File!

Solution 2:7f the product is #eing delivered earlier to the customer to ,hat

the customer signed or ordered then record this incident in the Customer

Complaint File! "o,ever this should #e seen as a good thing! The Sale

Order Teammust #e commended and re,arded for their eciency!e! "ave you carefully con%rmed from the sales record that the customer

,as right that the discount +trade or promotional payments to the

customer is di&erent from the discount +trade or promotional

payments in the sales record the customer signed$

Solution 1:7f discount +trade or promotional payments to the customer is

less than ,hat the customer signed or ordered then follo, the then report

the incident to the Accounting and 5inance 8epartment and inform them to

deliver the correct discount +trade or promotional payments the customer

signed or ordered as ,ell the C91 and those in top management! 6ecord

this incident in the Customer Complaint File!

Solution 2:7f the discount +trade or promotional payments delivered to the

customer is more than ,hat the customer signed or ordered then follo, the

Sales Return Procedureto collect the surplus discount +trade or

promotional payments delivered to the customer! Then send a re,ard

document to the accounting department to give the customer a gift or

discount for his kindness! 6ecord this incident in the Customer Complaint

File!f! "ave you carefully con%rmed from the sales record that the customer

,as right that the product delivered to the customer has the featureor perform the function that the customer #elieved it ,ould is

di&erent from the product feature or performed the function that the

customer #elieved it ,ould in the sales record the customer signed$



Procedureto deliver the correct product that has the feature or perform the

function that the customer #elieved it ,ould have! 6ecord this incident in

the Customer Complaint File!


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g! "ave you carefully con%rmed from the sales record that the customer

,as right that the product speci%ed grade or )uality +i!e! meets the

agreed-on speci%cations delivered to the customer is di&erent from

the product speci%ed grade or )uality +i!e! meets the agreed-on

speci%cations in the sales record the customer signed$



Procedureto deliver the correct product speci%ed grade or )uality +i!e!

meets the agreed-on speci%cations! 6ecord this incident in the Customer

Complaint File!h! "ave you identi%ed if ,e are una#le to satisfy the customer or the

customer ,ants to return our product ,ithout seeking a replacement$

Solution: 5ollo, the Sales Return Procedureto collect the product from

the customer! 6ecord this incident in the Customer Complaint File!; "ave you called the customer to kno, if they are satis%ed ,ith your as ,ell

as the company

customer complaint management checklist

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