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Any complaint about a product or service is logged into the multi-user database and flagged for appropriate attention.
All communications with a customer concerning a complaint are recorded. Hyperlinks point to relevant documents—letters, faxes, e-mails and so-on—for instant recall of relevant literature relating to complaints handling, when needed.
Debit and credit amounts are set against each complaint to provide financial analysis of the direct costs to the business of the complaints and of dealing with complaints.
Analysis by product, customer and complaint type is used to head off potential customer-care, manufacturing and distribution problems
A systematised approach to customer complaints:
An international manufacturer and supplier of fabrics, paints and wallpapers.