Step By Step
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. |  |
Customer Satisfaction | |
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Prior to the closure of the Complaint, Laurie fills in the Customer Satisfaction fields which has values from 0 to 3: ▪Quality of the Answer ▪Deadlines for processing the Complaint 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. |
Closed Complaint | |
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•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 text under the Complaint flowchart. |  |
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