CUSTOMER COMPLAINT MANAGEMENT PROCESS

Created by ChecklistGuro (https://checklistguro.com)

[ ] Retrieve Complaint Entry: Fetch the specific complaint details and customer information from the Complaint Data Model.
[ ] Fetch Customer Profile: Retrieve the customer's historical data and loyalty status from the Customer Data Model.
[ ] Calculate Severity Score: Apply a formula based on complaint category, customer lifetime value, and urgency to determine priority.
[ ] Create Investigation Task: Generate a new task assigned to the Support Agent to begin the internal investigation.
[ ] Assign Investigation Task: Create a structured task for the Support Tier 2 team with a mandatory investigation checklist.
[ ] Update Complaint Status: Change the status of the complaint entry from 'New' to 'Under Investigation'.
[ ] Get Related Order Data: Retrieve the transaction details associated with the complaint to verify product/service validity.
[ ] Calculate Total Monthly Complaints: Sum the number of all complaint entries created in the current month for management reporting.
[ ] Send Acknowledgment Email: Send an automated email to the customer confirming receipt of the complaint and providing a reference number.
[ ] Create Refund Approval Task: If the investigation suggests a refund is due, create a task for the Finance Manager.
[ ] Calculate Refund Amount: Calculate the total refund value including taxes and potential credit notes.
[ ] Update Customer Account Balance: Update the Customer Data Model to reflect a credit or refund applied to their account.
[ ] Create Resolution Log: Create a new entry in the Resolution History Data Model to document how the issue was resolved.
[ ] Send Resolution Notification: Send an email to the customer notifying them that their complaint has been resolved.
[ ] Generate Weekly Complaint Summary: Generate a report aggregating all resolved complaints, average resolution time, and customer satisfaction scores.
[ ] Archive Resolved Complaint: Move the complaint entry from the active queue to the archive (or delete from active view) once closed.

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