Managing Customer Complaints

This screen displays the list of complaints or service request that you receive from the customer. Note that you can only record a complaint or a service request that you receive from a registered customer. You can record customer complaints, export the complaints to an Excel, CSV, XML, or a Text file, or create filters using this screen.

You can view the following:

1.      Originator: Displays the name of the customer.

2.      Date: Displays the date when the complaint or the service request was recorded.

3.      Type: Displays Complaint or Service Request based on the type.

4.      Status: Displays the status. The status is Pending when the complaint is recorded.

5.      Handler: Displays the signature of the complaint or the service request handler.

You can also do the following:

·      Click at the bottom of the screen to perform various operations.

·      Click to add a complaint or a service request.

·      To export the list of complaints or service requests, click . You can export the records in this table into an Excel, CSV, XML, or a Text file. Click one of these values from the list to save the records into your local system.

·      To filter complaints or service requests based on a specific criteria, click .

·      The initial status is Pending, when you add a complaint or a service request to the application. You can accept, reject, or enter additional details about the complaint or service request. Note the following:

·       Click to accept the complaint or service request. The status changes to Investigating after you accept. When the status is Investigating, you can close the complaint or the service request by clicking . The status changes to Closed. To assign a handler, click . In the Assign Handler pop-up screen, enter the name of the handler, description, and click to assign or click to cancel.

·       Click to reject the complaint or service request. The status changes to Rejected after you reject. You can only enter remarks when you reject a complaint or service request.

·       Click to enter remarks. Click to submit the remarks or click to cancel. You can enter remarks when the status is Investigating, Pending, Rejected, or Closed.

·       Click to close the options.