Select a key person on staff to be responsible for overseeing client complaint process Consumer Complaint Person should have experience with client Coordinator relations as well as industry experience in order to understand nature of any complaints Established written Employee training on handling client procedures for handling complaints client complaints Include acceptable response time frames Maintain log of consumer Create an electronic or file to record complaints consumer complaints Document the contact (call, email), the concern and any necessary follow up SAMPLE WRITTEN POLICY: Summary of Procedure Action Timeframe Customer complaint received Complaint intake form is filled out By the end of the day Complaint intake form delivered to Complaint Coordinator By the end of the day Customer is contacted for acknowledgment of receipt of By the end of the second day complaint and/or to obtain additional information Status update is made to the consumer If the complaint is not By the end of the 5th business day resolvable within 3 additional business days. Status update every 3rd business day thereafter. By the end of the 8th business day and subsequent days until the complaint is resolved. Complaint intake form is completed and a copy is either At resolution of the complaint. uploaded to server or kept in a separate file along with others
Consumer Complaint Coordinator Select a key person on staff to be responsible for overseeing client complaint process Person should have experience with client relations as well as industry experience in order to understand nature of any complaints Established written procedures for handling client complaints Employee training on handling client complaints Include acceptable response time frames Maintain log of consumer complaints Create an electronic or file to record consumer complaints Document the contact (call, email), the concern and any necessary follow up SAMPLE WRITTEN POLICY: Summary of Procedure Action Timeframe Customer complaint received Complaint intake form is filled out By the end of the day Complaint intake form delivered to Complaint Coordinator By the end of the day Customer is contacted for acknowledgment of receipt of complaint and/or to obtain additional information By the end of the second day Status update is made to the consumer If the complaint is not resolvable within 3 additional business days. By the end of the 5th business day Status update every 3rd business day thereafter. By the end of the 8th business day and subsequent days until the complaint is resolved. Complaint intake form is completed and a copy is either uploaded to server or kept in a separate file along with others At resolution of the complaint.