Workflow Templates: Complaint Resolution Checklist

Listen to the customer's complaint without interrupting.

Acknowledge the issue and empathize with the customer.

Apologize for the inconvenience caused, even if the complaint is not yet fully understood.

Ask clarifying questions to fully understand the problem.

Identify the area or staff member related to the complaint.

Review any related documentation or evidence, such as receipts, reservation details, or CCTV footage.

Offer a solution that addresses the customer's complaint effectively.

If immediate resolution is not possible, inform the customer about the steps that will be taken and the expected timeline.

Document the complaint and the proposed solution for internal records.

Contact the customer to ensure that the resolution was satisfactory.

Use the feedback to improve services and prevent future complaints.

Thank the customer for bringing the issue to your attention and for their patience.

Update training materials to include lessons learned from the complaint.

Hold a staff meeting to discuss the complaint and how it was handled.

Implement any necessary changes to procedures or policies to prevent a recurrence.

Log the complaint in a central database or complaint log for future reference.

Regularly review complaint trends for systemic issues.

Report findings and any actions taken to management and staff.

Complaint Resolution Checklist