Customer Complaint Management Project Template
More customer-service templates
Enhance customer satisfaction and loyalty by efficiently managing customer complaints. This template guides you through recording, tracking, and resolving complaints using a structured approach.
Utilize this step-by-step framework to ensure timely resolution, improve communication with customers, and continuously refine your complaint management process.
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Customer Complaint Management Project in Priority Matrix
Effectively manage customer complaints to boost satisfaction and retention.
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Proposed Tasks
Urgent and Important
-
Assign Complaints to Relevant Teams
☐ Review complaints ☐ Assign to relevant teams ☐ Monitor progress -
Communicate with Customers
☐ Inform customers about progress ☐ Ensure customer satisfaction post-resolution ☐ Record feedback -
Create a Complaints Resolution Procedure
☐ Define steps for handling complaints ☐ Assign responsibilities ☐ Set time frames for each step -
Set up a Customer Complaints Register
☐ Choose a suitable software ☐ Configure the software ☐ Train staff on how to use it
Important, Not Urgent
-
Review and Update Complaints Resolution Procedure
☐ Collect feedback ☐ Identify areas for improvement ☐ Update procedure as necessary -
Track Resolution of Complaints
☐ Regularly update complaints register ☐ Follow up with teams ☐ Ensure timely resolution -
Train Staff on Complaints Resolution Procedure
☐ Prepare training materials ☐ Organize training sessions ☐ Monitor staff performance post-training
Urgent, Not Important
-
Regular Audits of Complaints Register
☐ Plan audits ☐ Conduct audits ☐ Implement necessary changes -
Regular Training Refreshers
☐ Schedule refresher sessions ☐ Prepare updated materials ☐ Conduct training
Not Urgent, Not Important
-
Customer Satisfaction Surveys
☐ Design survey ☐ Send out to customers ☐ Analyse feedback