Receipt of the customer complaint and notification to the customer on the receipt of such claim (by telephone, oral notification, e-mail, web site, questionnaire, customer compliant form).
Entering the customer complaint into the system (CRM).
Analyzing customer complaints and sharing with the corresponding units.
Defining an action plan for the solution of the complaint.
Informing the customer of the execution process of the defined action plan.
Applying the solution defined for the complaint.
Confirming the completion of the corrective action the assurance of customer satisfaction
(if customer satisfaction has not ben achieved go back to step 4).
Closing the complaint (CRM).