To ensure that the complaint handling provisions are well understood and respected, the formalization of the process is necessary.
Documenting this process helps to ensure communication and consistency of practices to be followed. To formalize this process, it is necessary to identify the main steps involved in the processing of complaints and to define the implementation procedures and the associated responsibilities.
This is an essential phase of building the future relationship on a sound basis by engaging in meaningful, constructive dialogue with the claimant.
It all starts with the receipt of a claim. At this stage, it is necessary to “recover” and record the application and the associated supporting documents and identify the solution desired by the client. You must also acknowledge receipt of each customer complaint, including those that the company does not find justified. Ideally, the acknowledgment must be in a documented form (fax, mail, mail).
In the mind of the customer, the proper consideration of his claim, through the acknowledgment of receipt triggers the countdown to lead to the resolution of the problem through the solutions sought by the company. It is therefore appropriate to immediately acknowledge each claim.
- The treatment
Claims processing starts with an assessment based on criteria such as severity, occurrence, complexity, impact. This first analysis makes it possible to prioritize the resulting treatment.
In a second step and according to the importance of the claim, must be decided of the necessity to undertake: immediate and rapid action; an action with several clients; no response. The expression of the discontent formulated must be analyzed in the general context of the relationship with the customer. We must ask ourselves the following question: is the claim a simple stone in our garden, of an exceptional character or the result of slow degradation of products and services?
Then, it is necessary to evoke, with the claimant, the treatment of the claim in itself. Was he satisfied with the way the company has: taken into account, clarified and clarified the problem; planned and led corrective and improvement actions; mentioned the continuation of the relationship. Lastly, in more extended time frames, during specific meetings or quality meetings, a more detailed analysis must be conducted to understand the causes of claims and to take corrective actions to prevent their reappearance.