So, You Get a Complaint. What Happens Next?
Imagine you’re a call center worker. You’ve just arrived at work, and the first thing you do (after grabbing coffee, of course), is turn on your computer and check your voicemail.
Today, there’s a customer complaint on your voicemail. A man has left a message claiming that the company you work for has treated him unfairly: he gets paid on the last business day of the month, but his loan payment due date lands on the first day of the next month, and the money doesn’t clear his account in time, so he’s requesting a one-month deferral without penalties.
“Everything is due on the first,” he says. “Bills, rent, insurance. It’s unfair that I have to pay back my loan at the same time. It’s a burden on me and my family.”
What do you do now?
Compligo makes the next step easy. As the person who receives the call, you have permissions in Compligo to immediately start the complaint resolution process.
Remember, you heard the word “unfair.” Does this complaint point to treatment on your company’s part that qualifies as unfair? In Compligo, you can check your library and briefly look up material that addresses the topic. If your company has a policy (and it should) on unfair, deceptive, or abusive acts and practices, you can quickly open up the policy and review it.
Before you start working on the complaint, you’ll read through a form that certifies you are operating within the parameters of the law and provides a refresher on the topic. Once you’ve read and reviewed the information, Compligo will take you to a page where you can begin filling out the form.
Here, you’ll provide intake details such as when the complaint came in, how it was filed, the name and number of the person who called, and so on. You’ll also find the issue summary, where you can transcribe or provide an account of the voicemail. Maybe you decide to mention that the man on the phone was friendly, but clearly upset.
Now, imagine your company has a service level agreement that all complaints must be responded to within 48 hours. Compligo allows you to quickly document everything and move it to stage two: escalation.
What happens next? Will the customer get his requested deferral?
Cue the Cliffhanger Music…
This presentation, featuring Joe Aakre (AKA “Professor Joe”), will take you through the complaint tracking process in Compligo, from intake and escalation to response, analysis, and resolution.
If you’ve been following our blog posts and webinars about consumer complaints, make sure to close the loop and learn how to use our software to meet CFPB requirements and gain a competitive advantage.
Find and access Consumer Complaint Tracking in Compligo, for free, in our Resources Library.