How to keep a customer complaint log – and why!
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This document discusses the benefits of keeping a customer complaint log. It notes that while complaints can negatively impact businesses through costs, lost sales, and stress, they also provide valuable insights. Documenting complaints allows businesses to identify trends, improve procedures to reduce repeat errors, and turn unhappy customers into satisfied ones through effective resolution. The document provides guidance on what information a complaint log should contain and recommends regularly reviewing logs to identify patterns and prevent future complaints.
How to keep a customer complaint log – and why!
- 1. How To Keep A Customer Complaint Log - And Why!
- 2. Whether you manage a large company or are a sole trader
- 3. Your customer complaints are invaluable
- 4. No business is perfect and errors are a learning experience – believe me, I’m learning
- 5. By documenting your customer complaints you will turn negative into positive, resulting in a more profitable business
- 6. The Negative Value of Customer Complaints Money via credits and lost sales Complaints cost you: Time in resolution
- 7. The Negative Value of Customer Complaints to your customer’s satisfaction are discussed with friends and colleagues Complaints not dealt with
- 8. The Negative Value of Customer Complaints stress or low morale Complaints can cause
- 9. The Positive Value of Customer Complaints increase customer loyalty Complaints resolved effectively can
- 10. The Positive Value of Customer Complaints your procedures need to be changed to reduce repeat errors Complaints show you where
- 11. The Positive Value of Customer Complaints numerous other people who had a similar issue but didn’t tell you Complaints reported to you represent
- 12. The Positive Value of Customer Complaints chance to turn an unhappy customer into a satisfied one Complaints are a
- 13. The Positive Value of Customer Complaints your clients how your business deals with a problem Complaints show
- 14. The Positive Value of Customer Complaints on social media are seen by your wider networks Complaints made (and resolved)
- 15. The Positive Value of Customer Complaints identify product improvement, training needs and modifying promotional material Complaints can
- 16. The Positive Value of Customer Complaints great word of mouth Complaints resolved generate
- 17. What is a Customer Complaint Log? A simple record valuable in making sure complaints are handled in a timely manner and do not slip through the cracks The log provides a learning tool to discover trends and for teaching employees
- 18. How to Keep a Customer Complaint Log Your log should include the following Company name (if B2B) Complainant contact details Complaint date How the complaint was made (social media, email, phone, walk-in) Description of complaint Person responsible for complaint resolution Status through to resolution Resolution date Complainant contacted – feedback from complainant Complaint Closed
- 19. Review and Prevent Review your complaint log regularly to see what trends or patterns exist and where countermeasures should be taken to prevent future complaints
- 20. Customer Complaint Log Template If you would like a copy of a customer complaint log template, email me: justine@yourva.co.nz and I’ll send you my Excel version