how to keep a customer complaint log - and why!
TRANSCRIPT
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: [email protected]
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/