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Complaint Management Process Flow

The document outlines the complaint processing flow for a logistics and after-sales department, detailing the roles of various personnel from receptionists to managers. It describes the steps involved in receiving, categorizing, and resolving customer complaints based on severity levels. The process includes feedback implementation and monthly reporting to ensure continuous improvement in customer service.

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Orbai Nobre
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11 views1 page

Complaint Management Process Flow

The document outlines the complaint processing flow for a logistics and after-sales department, detailing the roles of various personnel from receptionists to managers. It describes the steps involved in receiving, categorizing, and resolving customer complaints based on severity levels. The process includes feedback implementation and monthly reporting to ensure continuous improvement in customer service.

Uploaded by

Orbai Nobre
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Complaint Processing Flow

Logistic Front Desk After Sales


Customer After Sales Manager Deputy Manager General Manager
Receptionist Engineer

Receive complaint
Complain
information

Decide whether
Yes Receive complaint
it is caused by
information
developer

No

Logistic complaint Categorize complaint


processing flow

Make solutions to
Grade severity Review solutions to Approve solutions to
Not satisfied 1st
degree of complaint 1st and 2nd degree 1st and 2nd degree
and 2nd degree
complaint complaint
complaint

1st and 2nd degree


Client complaint
client complaint
negotiation
negotiation

Make advice for Make advice for Review solutions to Review and approve
solutions to 3rd and solutions to 3rd and 3rd and 4th degree solution to 3rd and
4th degree complaint 4th degree complaint complaint 4th degree complaint

Review and approve


Feedback on Make solutions to
Implement solutions solutions to 4th
solutions 4th degree complaint
degree complaint

Implement solutions
Satisfied Supervise
to
implementation of
1st-3rd degree
solutions
complaint

Summarize complaint
End record and make
monthly report

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