SOP Template KitCustomer Complaint Handling SOP
Resolve complaints fairly and quickly and fix root causes.
The full Customer Complaint Handling SOP (all 6 steps, 2 controls, records and measures) is one of 36 editable Word SOPs in the SOP Template Kit: $79.
| Document no. | SAL-03 | Department | Sales & Customer |
1. Purpose
Resolve complaints fairly and quickly and fix root causes.
2. Scope
Any expression of dissatisfaction from a customer, by any channel.
3. Roles and responsibilities
| Role | Responsibility |
|---|---|
| First Contact | Logs and acknowledges. |
| Complaint Owner | Investigates and resolves. |
| Quality/Manager | Reviews trends. |
4. Procedure
| Step | Who | What to do |
|---|---|---|
| 1 | First Contact | Log the complaint in [system] on the day received with category and severity. |
| 2 | First Contact | Acknowledge to the customer within [1] working day with a reference number. |
| 3 | Complaint Owner | Investigate: facts, records, root cause. |
| + 3 more steps, 2 controls, 3 records and 3 measures in the full SOP. | ||