Managing and implementing customer complaints and feedback management

This capability involves managing and implementing a system for receiving, recording, analyzing, and responding to customer complaints and feedback. It includes identifying the root cause of complaints and feedback, resolving issues to the customer’s satisfaction, and using the information to improve products and services.

Beginner competence definition

Beginner-level individuals are able to learn to use the company’s customer complaints and feedback management system. They can receive and record complaints and feedback, and escalate issues to the appropriate department. They may assist in analyzing the data to identify common issues and trends and support in implementing corrective actions.

Intermediate competence definition

An intermediate-level employee can manage and implement customer complaints and feedback management processes. They can analyze the data to identify the root cause of complaints and feedback, develop and implement corrective and preventive actions, and monitor progress. They can provide training and support to employees in the process and handle more complex issues. They can also work on developing and implementing a process for capturing customer feedback and using it to improve products and services.

Advanced competence definition

An advanced level employee in this capability can lead the customer complaints and feedback management team. They can design and implement a comprehensive process that includes customer feedback capture and analysis, monitoring and reporting, and continuous improvement. They are able to develop and maintain relationships with key customers to gather feedback and insights. They can also integrate customer feedback into product design and development, marketing, and sales strategies. They can work with other departments to ensure a culture of customer-centricity and service excellence.