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Complaint Process Flow Chart

The complaint process flow chart outlines the steps taken to address customer complaints. When a customer files a complaint, customer service logs the details in the complaint database and gives the customer a complaint ID number. For Type A complaints, customer service acknowledges the issue and provides timelines for response. For Type B complaints, the information is forwarded for investigation and the customer is thanked for bringing the concern. The Complaint Response Coordinator then assigns the complaint for investigation. Staff works with providers to investigate, and findings are documented for response to the customer. The complaint is then closed out upon resolution.

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Bharath
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359 views1 page

Complaint Process Flow Chart

The complaint process flow chart outlines the steps taken to address customer complaints. When a customer files a complaint, customer service logs the details in the complaint database and gives the customer a complaint ID number. For Type A complaints, customer service acknowledges the issue and provides timelines for response. For Type B complaints, the information is forwarded for investigation and the customer is thanked for bringing the concern. The Complaint Response Coordinator then assigns the complaint for investigation. Staff works with providers to investigate, and findings are documented for response to the customer. The complaint is then closed out upon resolution.

Uploaded by

Bharath
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Complaint Process Flow Chart - Overview

Customer files Customer Acknowledge customers concern and the


complaint with Service logs Type A importance of his/her complaint.
Access complaint info
Type A or Inform customer that the information is documented
B in the complaint database
Services in the
Complaint Inform customer the complaint response process and
Customer complaint
Service Dept. database follow up timeline.
Remind customer of Access policy when appropriate
Give customer complaint ID number.
Type B Determine if customer would like a written or phone
Acknowledge customers concern and the importance of resolution response.
his/her complaint Thank customer for taking the time in
Inform customer that the information is documented in communicating the concern to ASI.
the complaint database
Give customer complaint ID number. Document customer discussion in the complaint module
Inform customer that information will be forwarded to
the responsible person for investigation and analysis
Remind customer of Access policy when appropriate
Complaint Response Coordinator (CRC) reviews and
Offer alternate solutions to avoid future incident
assigns complaint to staff for investigation
Thank customer for taking the time in communicating
the concern to ASI
Staff works with and coordinates with Provider on the
complaint investigation
Document customer discussion in
the complaint module CRC reviews investigation finding and documents
analysis

Customer Service Representative responds to customer


Appropriate department with findings and analysis
will review and analyze
complaint data
Close Out the Complaint

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