Complaints have deadlines and a complaint handled well often keeps the client. This logs each one, tracks the clock, and shows what keeps recurring.
What's Included
- Every complaint logged however it arrived.
- Response deadlines tracked with time remaining shown.
- Root cause recorded not just the resolution.
- An assistant that drafts the acknowledgement and the response.
How To Use
- Log every complaint, including verbal ones. That is usually the requirement.
- Track the clock from the day it was received, not the day it was noticed.
- Record root cause. The resolution alone changes nothing.
- Review themes quarterly. Repeat complaints are a process problem.
Feed the causes into file review, and the client outcome into retention analysis.