Definition of the term („What is a complaint?“)
A complaint management includes all measures taken by a company to process customer complaints about the company’s performance. The emphasis lies on the customer satisfaction which is to be maintained despite the negative customer experience.
Complaint management focuses on the expression of complaints, which can be extended to other areas such as praise, follow-up complaints, suggestions for improvement or enquiries.
Benefits of complaint management
An active complaint management is characterized by the fact that it represents the strength and weaknesses of a company as seen from a customer’s point of view. This includes, for example, service or production defects as well as errors by employees.
Moreover, complaint management has the following advantages:
- Customer loyalty
- Brand reputation
- Operative efficiency
- Improved communication
- Easy implementation
- Continuous improvement
- Increasing service quality
- Prevention of errors and follow-up errors
What is the difference between complaint management and grievance management?
Typically, these terms are used synonymously on a daily basis. However, a significant difference exists:
On the one hand, complaint management deals with reclamations directly relating to a product or service. Moreover, it includes a legal claim to remedy, if the service or product deviates from the specifications.
On the other hand, grievance management deals with negative communications between you and your customers which are to be systematically analyzed according to EN ISO 9001. Moreover, the communications also provide a chance to improve the process and product quality and increase the customer orientation.