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Let's say you sell mugs with a print. One of your customers has the problem that the imprint on his cup fades after just a few washes. He is rightly angry about it. Directly on the packaging, you indicated various options for contacting your company in the event of a complaint, and this is how the customer contacts yours Hotline.
The task of the support employee is now to make the dissatisfied customer happy again. To do this, he first listens to the complaint and asks meaningful questions: On the one hand, this underlines the seriousness with which the company reacts to the complaint. In this way, the employee also receives important information that he needs for the next steps.
The questions also clarify to what extent the support can help the customer directly. In many situations, for example in technical support, the employees can provide assistance and thus get the problem out of the way. This is not possible in this example: The imprint is already gone. At most, it is possible that the employee gives tips on how to care for the cups in the future. But with that now directly one compensation can take place, the employee gives the customer a voucher. With this, the customer can order another cup of his choice at no extra charge.
The indirect processes run at the same time: When evaluating the complaint, it becomes clear that the faulty imprints predominantly occur in a very specific series. This information is therefore passed on to the relevant production department. The Controlling monitors the processes and determines: The complaints management processes are running very well. However, the majority of complaints are received via the hotline. It is cheaper to process complaints using an online form. Therefore, the decision was made to promote this channel even more strongly in the future and to simplify the form.
All information ends up in a report. Since this is aimed at third parties who are not part of the complaint management, it is the responsibility of the Reportingto prepare all the necessary information in such a way that it can be easily interpreted. Management then decides to increase the complaint management budget and instructs the laboratory to experiment with other dyes to improve shelf life.
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