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The Stage

A customer complaints resolution process is a formal procedure to log, investigate, and resolve any customer dissatisfaction or problems. The aim of such a process is to turn around a dissatisfied customer into a satisfied one.

To provide excellent services and products there is a need to assess the information obtained from customer complaints. Although most people do not like complaints, this information provides invaluable insight into customers' requirements, opinions, and viewpoints. The information obtained from a complaint can be used to more effectively manage customer interactions, adapt products and services, and modify or better control a specific process. Customer complaint information needs to be used to reach an effective solution for the complaining customer but also to improve processes and products/services to prevent the same grievance from arising with future customers.

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