Step By Step
Customer Satisfaction | |
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•Prior to the closure of the Complaint, Laurie fills in the Customer Satisfaction which has values from 0 to 4 including halves. Additionally, Laurie can capture Comments about the Customer Satisfaction. |  |
•Customer satisfaction is mandatory to be maintained but can be set as N/A in case no feedback is received from the Customer. |  |
Mandatory Fields | |
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•In order to close the Complaint, Laurie clicks on the Close Case button. •There are mandatory steps that need to be completed in order to allow the closure of the Complaint. In order to close the Complaint, Laurie needs to: -Capture Customer Satisfaction. -Generate an 8D Report is the 8D flag was ticked under the Investigation section. -Capture if Complaint is Justified or not. -Close any open tasks •It is not mandatory to send a Final Communication to the Customer in order to close a Complaint. The reason for this is that some Complaints are closed by phone call or without any structured communication. •The closure will be reflected in the system through the status “Closed” •Well Done Laurie! The Complaint is completed and as been closed. |
Close Open Tasks | |
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•On the Investigation or Review phase, Laurie has created some tasks and assignee them to colleagues in order for them to help on the investigation. •Laurie will receive a notification when her colleague Hugo will Close is tasks so she be able to be informed and to make sure that all Tasks are completed before closing the Complaint. •If Hugo will not be able to complete his task before the Due Date, Laurie will be also notify in order to be able to ask Hugo to complete it. |  |
After the communication is sent and the Complaint is set to Complete, The contact will automatically receive a Survey requesting feedback | |
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•7 Days after a Complaint is Completed, a link to a Survey will be automatically sent to the Customers email. •Once the Customer completes de survey, the answers are stored on the original Complaint, the Owner is notified. •If the Customer does not complete the survey, it will receive a reminder every 15 Days, during 2 Month (4 reminders). After 2 months without response from the Customer a notification is sent to the owner. •The owner then reviews that all tasks are completed, and that the Complaint can be Closed. |
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•After reviewing all tasks, Roger closes de Complaint. | |
•Once the Complaint is closed, |
it is considered as archived and only a System Administrator will be able to edit or reopen the closed Case. •This is reflected with a |
message under the Complaint flowchart |
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For GBU Novecare, If the complaint severity is Critical or Major, then the field Corrective actions effective is mandatory (Yes or No) If we want to change the status to close. If the field corrective actions affective is yes, then the following fields are mandatory when we want to change the status to close. |
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