A complaint can either come through negative customer feedback following client feedback request or directly through communication with a client.

Below please find the different steps to be followed when dealing with negative feedback from a customer feedback response. 

1)    Once a project is set to complete the potential owner (person who created the deal) will receive  a notification to follow a link and send customer feedback through the crm. Alternatively the potential owners may want to request customer feedback half way through the project. This can be done by accessing the potential /deal tied to one or more projects and click the client feedback request button.

2)    Once you select the email address you would like to send the customer feedback to, click send customer feedback.

3)    Once the client provides you with feedback and if the feedback is negative you will be prompted to raise a “case” found in one of the related fields on the specific potential.

4)    At this point enter the case section within the specific crm potential and start the case (you may be automatically prompted or you have the option to follow up manually:

a.    Enter the case origin

b.    Enter the priority level

c.     Enter the subject related to the complaint.

5)    Follow up with the client by giving them a call to really understand what went on. Meet up with the persons responsible for service provision and get their feedback on the case. At this point the person responsible for service provision is responsible for providing you (the potential owner) with:

a.    The description of the issue – Following getting in touch with the client you have to understand what the issue was from both a client and internal service provider perspective.

b.    The containment action – what is going to be done to ensure that the client remains our client. Damage control !!

c.     Root cause analysis – carry out a detailed an honest analysis of why the client complained. We usually ask the 5 whys.

Example: Why did the client feel that we didn’t do what he paid for? Because we didn’t deliver on time. Why didn’t we deliver on time ? because of lack of resources ? why do we have a lack of resources?

Because the services we offer are very complex and very few people have the necessary knowledge available … Generally we would get to the root cause before the 5^th why.

d.    Corrective action – Corrective action is the action which shall be taken to correct the root cause and prevent the complaint form recurring. This may entail a company process change which in turn may take time and planning.

e.    Target date for closure – based on your plan for implementation of corrective action.

6)    Once the containment action, and corrective action have been implemented the potential owner is responsible for carrying out necessary verification of closure of the case.

7)    All the above steps are to be documented on the case within the crm.

NOTE:

Follow the above steps (step 4 onwards) at any point if you get a customer complaint which is not received through negative customer feedback through the customer survey. 

IF the customer was lost please update the crm account setting the Account status to "client lost "