Listening to customer complaints is an essential business process. When a customer complains about a non-conforming product an entry should be made in your customer complaint system – the customer feedback form along with the initiation of a corrective action notification.
The corrective action notification is used to drive the corrective action to fix the problem. It also initiates a paper trail in the corrective action database including all issues and actions. This should also include the root cause and the outcome or solution. The vital final step is to inform the customers who raised the complaint.
A customer complaint management system is a crossover between quality control and customer service. It helps to ensure that customer complaints resulting product or process improvements, the company complies with quality legislation, that all complaints are addresses, that quality is improved and costs go down, and that customer satisfaction is increased.