![Page 1: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/1.jpg)
How To Keep A
Customer Complaint
Log- And Why!
![Page 2: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/2.jpg)
Whether you manage
a large company
or are a sole trader
![Page 3: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/3.jpg)
Your customer complaints are invaluable
![Page 4: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/4.jpg)
No business is perfect and errors are a
learning experience
– believe me,I’m learning
![Page 5: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/5.jpg)
By documenting your customer complaints you will turn negative into positive, resulting in a
more profitable business
![Page 6: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/6.jpg)
The Negative Value of Customer Complaints
Money via credits and lost sales
Complaints cost you:
Time in resolution
![Page 7: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/7.jpg)
The Negative Value of Customer Complaints
to your customer’s satisfaction are discussed with friends and colleagues
Complaints not dealt with
![Page 8: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/8.jpg)
The Negative Value of Customer Complaints
stress or low morale
Complaints can cause
![Page 9: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/9.jpg)
The Positive Value of Customer Complaints
increase customer loyalty
Complaints resolved effectively can
![Page 10: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/10.jpg)
The Positive Value of Customer Complaints
your procedures need to be changed to
reduce repeat errors
Complaints show you where
![Page 11: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/11.jpg)
The Positive Value of Customer Complaints
numerous other people
who had a similar issue but didn’t tell
you
Complaints reported to you represent
![Page 12: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/12.jpg)
The Positive Value of Customer Complaints
chance to turn an
unhappy customer into
a satisfied one
Complaints are a
![Page 13: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/13.jpg)
The Positive Value of Customer Complaints
your clients how your business
deals with a problem
Complaints show
![Page 14: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/14.jpg)
The Positive Value of Customer Complaints
on social media are seen by your wider networks
Complaints made (and resolved)
![Page 15: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/15.jpg)
The Positive Value of Customer Complaints
identify product
improvement, training needs and modifying promotional
material
Complaints can
![Page 16: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/16.jpg)
The Positive Value of Customer Complaints
great word of mouth
Complaints resolved generate
![Page 17: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/17.jpg)
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
![Page 18: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/18.jpg)
How to Keep a Customer Complaint Log
Your log should include the followingCompany 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
![Page 19: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/19.jpg)
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
![Page 20: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/20.jpg)
Customer Complaint Log Template
If you would like a copy of a customer complaint log
template, email me: [email protected]
and I’ll send you my Excel version
![Page 21: How to Keep a Customer Complaint Log - and Why!](https://reader033.vdocument.in/reader033/viewer/2022061603/55cd59bdbb61eb8e0e8b4695/html5/thumbnails/21.jpg)
For the full article:
www.yourva.co.nz/how-to-keep-a-customer-complaint-log-and-why/