Complaints Matter…

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… and how they are dealt with and what can be learnt from them matters most.

No matter how efficient an organisation is, complaints are an inevitable and important aspect of business operations, especially when the volume of customer facing activity is large. The way complaints are handled says a lot about an organisation and their culture, not to mention many industries have compliance regulations to adhere to when it comes to the complaints handling process.

According to the Institute of Customer Service nearly all customers would recommend a company to their friends if a complaint had been resolved efficiently. Perhaps more interesting is the fact that four out of five customers would spread the word if a complaint had been handled badly.

Here are a few handy tips that can help to streamline and improve a complaints handling process, keep compliant, achieve the desired outcomes and use your data for valuable root cause analysis.

Have a clear process in place

By clearly defining a robust complaints handling processes an organisation is able to put the time consuming and repetitive tasks in to an automated solution. This step means that staff have clear, step by step procedures to follow which will reduce room for error and produce consistent outcomes.

This also removes the need for paper or spreadsheet based records which can prove difficult to audit and comply with regulations. By using a software solution all records relating to a complaint record (telephone calls, communications, documents etc.) will be collected and stored together in one single system.

Be proactive – keep the customer informed

I most cases, in order to be compliant, complaints have to be dealt with within a specific time scale. A proactive approach to complaints handling will make for a positive experience for both the customer and the organisation. Through the use of workflow, software alerts and reminders can be put in place so the next step in the process is completed by the right person, at the right time.

Pre-emptive communication with the customer will ultimately reduce the number of times a customer gets in touch for updates. Automatic SMS messages, letters or phone calls can keep everyone happy. Less phone calls into the office will save huge amounts of time when a proactive, simple, SMS can be sent to tell a customer what’s happening with their complaint.

Keep it confidential

The reassurance of confidentiality is an important aspect of complaints handling. Through maintaining the customer’s confidentiality, and explaining to them the importance of confidentiality, they will be put at ease.

The use of a business process solution will provide the function to set predefined permissions within the complaints process to ensure only authorised persons can review and act on the details of the complaint.

Root Cause Analysis

Root cause analysis is something every organisation wants to undertake; by determining the root cause of the complaint, measures can be put in place to reduce the number of complaints in the future. This will ultimately save an organisation considerable time and money.

It is through the use of analytics and data that, taken over a period of time, can provide the organisation with the insight to see areas in need of modification in order to reduce the number of complaints focused around that particular area.

A quality BPM Software solution will provide data and the functionality to run reports that can be analysed so improvements can be put in place.


For more information on how LEAP can provide an effective and inexpensive solution for your specific complaints handling requirements please contact us or book a demo below.

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1. Institute of Customer Service Complaints Handling
2. Law Society
3. Scottish Government