Workflow Templates: Customer Complaint Resolution Checklist

Acknowledge the customer’s complaint promptly

Listen to the customer and show empathy to their situation

Assure the customer that their issue will be addressed

Gather all necessary information about the complaint

Identify the root cause of the issue

Consult with relevant departments or team members if necessary

Offer a solution to the customer’s complaint

If immediate resolution is not possible, set a clear timeline for follow-up

Provide compensation or alternatives if applicable

Ensure that the solution has been implemented and the issue resolved

Contact the customer to confirm their satisfaction with the resolution

Use the feedback to improve products, services, and customer service procedures

Record the details of the complaint for future reference

Document the steps taken to resolve the complaint

Analyze complaint patterns for continuous improvement

Train staff on effective complaint resolution techniques

Update training materials with new insights from recent complaints

Regularly review and refresh staff training programs

Customer Complaint Resolution Checklist