The Complete Complaints Handling Checklist

Complaints handling can be a challenge for business owners. You’ve worked so hard to get your business running, and yet, customers still want to complain. 

Learning how to properly handle these complaints is crucial for satisfying your customers and maintaining your reputation. 

If you’re tired of trying to keep track of complex spreadsheets, then we’ve got the answer for you. Causia’s Complaints Pro® software gives you complete control and visibility of your complaints. 

Our software can help you along every stage of your complaints process. In this blog, we’re stepping through each stage to demonstrate how it works.

1. Listen

The first step in complaints handling is to listen to your customer. Show empathy and take the time to fully understand their issue. Make sure they feel valued and heard. Complaints Pro® allows you to have all your communications in one place, giving you visibility of your complaints.

2. Respond

The next step is to respond. Find a way to resolve the issue and satisfy your customer’s needs. For example, you may need to offer them a refund, discount, or voucher. With Complaints Pro® you can easily track all the complaints that you receive and ensure that your team has responded.

3. Find

Then, you need to find the root causes of the issue. This is important to reduce the chance of the issue happening again. Complaints Pro® gives you the tools to identify root causes, with built-in analysis software.

4. Fix

One you have identified root causes, then you need to find solutions. Complaints Pro® has built-in alarms for quality assurance issues, making it easy for you to identify issues and implement solutions. You can also set up plans to ensure the issue doesn’t happen again.

5. Improve

The complaints handling process is a cycle. The final stage is for continuous improvement. This is an ongoing effort to make your business better through small or breakthrough changes. It’s about focusing on innovation and solutions over time. Complaints Pro® gives you the tools to set up continuous improvement projects for your business.

Need a better way to handle complaints?

If you’re looking for an easier way to track, manage and resolve complaints, then take a look at our software. 

At Causia®, our Complaints Pro® provides a quick, cost-effective, centralised workflow for the best practice management of complaints. We can give you complete visibility and control of your complaints, incidents and risks in a single integrated solution. 

Book a demo or talk to our expert team today to streamline your approach.