Training video 9 of 21 · Improve
Complaints and feedback
Log what customers tell you, deal with it, and count the cost.
1:39 · captions in English
Chapters
Transcript
Introduction
What customers tell you is one of the most valuable inputs to your quality system, good and bad. In this video, we'll log a complaint, link it to the work that deals with it, and put a fair figure on what it cost.
The register
Complaints and feedback share one register. Complaints are what counts as noise in your reports. Feedback and compliments are recorded too, because knowing what customers like is just as useful. Tick open only to see what still needs dealing with.
Logging a complaint
To log one, say what it is and how it came in, then what happened, in the customer's words if you can. Add the customer, the order reference and the site, the category and how serious it is, and who owns it. If it caused an extra visit, record that too.
Following it through
Here's a serious one: a site inspector questioning seals from a recalled batch. The complaint shows what happened and what we told the customer. On the right, dealt with by shows the nonconformity and corrective action handling it, so anyone who picks up the phone can see exactly where it stands.
What it cost
Cost of this adds up what the complaint cost you. Add time by role, using the hourly rates agreed with finance, or add a product or other cost directly. If a supplier was to blame, record what you're claiming back. Only money actually recovered comes off the total.
Next
That's complaints and feedback. Next, we'll run an inspection on the shop floor, and see how concessions are handled.
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