Learning from a Customer Complaint
Javier Elenes, Business Consultant, Mexico, Member
I suggest to add an important step after a customer called with a complaint:
After solving the compliant from a Customer it is important to define the root cause
, which normally is a key procedure that was not followed and need to be reinforce in order to avoid repeating this complaint.
Every claim shall be analyzed to learn from it. We can define what key procedure was not followed by who in order to 1. reinforce the commitment to follow the procedure (if first time), 2. provide re-training (if second time), or 3. administrative action (if third time).