Complaint Types
The three primary methods through which complaints can be received.
What are verbal, written, and electronically?
The first step in identifying if a customer communication is a complaint.
What is deciding if the customer is making a routine request for service or a complaint?
Where a copy of all correspondence should be saved.
What is the customer’s file?
This should be done to resolve the customer’s concern as a First Line of Defense.
What is every attempt should be made?
Name one system used in the complaint handling process.
What is CACS?
What type of complaints does the Collections Department primarily receive?
What are written or verbally escalated calls?
If a customer calls multiple times on the same “issue”, how should this be logged in?
What is log it as a complaint?
What should be clearly documented to the account when a complaint arises?
What is the details of the complaint?
How all complaints should be resolved.
What is satisfactory resolution?
Name another system used in the complaint handling process.
What is Mainframe?
The two options that should be done if a customer uses trigger language.
What is escalate the call to a supervisor and/or log as a complaint?
If a customer says they have hired an attorney because they believe they have been treated unfairly, what is this considered to be?
What is trigger language?
What groupings of customers are considered “specials” and will automatically have their complaints logged and routed?
What are Service Members and their Spouses?
The three methods for resolving complaints.
What are verbal response, written correspondence, or coaching session?
Name the third system used in the complaint handling process.
What is Service Cloud?
What should be done if a customer requests to speak with the Legal Department or our Attorney.
What is escalate the call to a supervisor?
What should be done if a complaint escalates to the Supervisor level?
What is document the details of a complaint and transfer or route the call to a supervisor?
The customer is making a complaint, no trigger language is used, and the associate resolves it on the first call. What is this an example of?
What is First Call Resolution.
What should be done if corrective action is needed (for a complaint or a misidentified complaint)?
What is the Supervisor should complete a complaint case or have a necessary coaching with an associate if misidentified?
What is the purpose of using these systems in the complaints handling process?
What is to adequately handle customer complaints?
What is considered a customer complaint?
What are 1) Any dissatisfaction with our services or products. 2) Any claim of wrongdoing. 3) Any claim of breaking laws or regulations related to our services, products, or service providers.
What must the Supervisor do with the complaint?
What is research/resolve the complaint and document it on the Complaint Log according to Complaint Policy 3-18?
When a complaint is logged, what designated team receives it to investigate and follow up with the customer, ensuring a prompt response to the issue?
What is the Customer Experience Department?
What should be done with all written correspondence before sending it to the customer?
What is reviewed and approved by the next level of management?
Which department primarily uses these systems for complaint handling?
What is the Collections and/or Customer Care Department?