Customer Complaint Handling Process Template
A customer complaint handling procedure, from receiving and logging a complaint to updating the knowledge base. Critical complaints are escalated to a manager and the rest are assigned to a support agent. If the customer is not satisfied with the resolution, the complaint goes back for re-investigation; otherwise it is closed and the lessons learned are documented.
The process, step by step
The written procedure this diagram represents, in the order the steps happen.
- 1.
Receive Customer Complaint
- 2.
Log Complaint in System
- 3.
DecisionClassify Severity
- If Critical, go to step 4 (Escalate to Manager).
- If Not Critical, go to step 5 (Assign to Support Agent).
- 4.
Escalate to Manager
- Go to step 6 (Investigate Root Cause).
- 5.
Assign to Support Agent
- 6.
Investigate Root Cause
- 7.
Propose Resolution to Customer
- 8.
Implement Resolution
- 9.
DecisionCustomer Satisfied?
- If Yes, go to step 10 (Close Complaint).
- If No, go to step 11 (Escalate Complaint).
- 10.
Close Complaint
- Go to step 12 (Document Lessons Learned).
- 11.
Escalate Complaint
- Re-investigate: go to step 6 (Investigate Root Cause).
- 12.
Document Lessons Learned
- 13.
Update Knowledge Base
Who's involved
This template is a single flowchart without role lanes. When your document names who does each step, Docugram draws a lane for each role.