[Complaint Case Sharing]Case Study

Complaints involve cross-departmental cooperation. What are the respective responsibilities of each business unit in the process of handling complaints? What can the business units do to ensure that the case is resolved within the timeliness? After reading more than 10 story sharing, I believe that everyone has a certain understanding of the complaint handling. Let's look through the case below and think about the following questions. (The next article will explain those questions)

Story

On 4/24, Customer went to concept store looking for a phone with lifetime warranty and Asahi screen. Promoter recommended the latest model, and customer bought it. Then customer went back home and found that the phone is only covered by one-year warranty and the screen is not Asahi. On the second day, customer went to the concept store to complain that promoter told him the wrong information and requested refund. Promoter said that the information was provided by trainer, which couldn’t be wrong. Thus cannot provide refund.
On 4/26, customer filed a complaint to CC via email requesting refund. CC agent escalated the case as complaint and replied to customer “case is forwarded to related department”. Then complaint handling specialist forwarded the case to sales department and closed the complaint order.
Sales department investigated the case and confirmed with trainer if he provided the wrong information to promoter. On 4/29, trainer replied that he didn’t provide such wrong information.
On 5/6, customer emailed CC again with voucher and requested to forward to the manager of concept store. CC replied customer “case is forwarded to related department” and escalated the case again.
On 5/8, customer emailed CC again for update and said he was not contacted. CC agent replied customer “case is forwarded to related department but didn’t receive reply yet”.
On 5/8, complaint handling specialist forwarded the case to sales department again and closed the complaint order.
Till now, the refund was performed.

Think

After reading this case, please think about the following questions and complete the questionnaire:
1. Do you also encounter the situation in your region that promoters inform customer wrong information? How do you handle such complaint?
2. Is it reasonable that complaint handling specialist closed the complaint order after forwarding the case to other department?
3. When handling complaints, “investigate internal causes and responsible persons” and “solve customer problem”, which one is more urgent?
4. Is there anything that CC need to improve in this case?
5. In your opinion, what can we learn from this case? Or what improvements need to perform in this case?