KB: Complaints: Investigation Checklist

Investigation Checklist

• Who do you need to consult? Store, CX etc?
  
  

• Be specific – can’t stress this enough!

  • What happened?

  • Why did it happen?

  • How did it happen?

  • Who is responsible / involved?

  • What should have happened?
    
    

• What does the customer want?
  
  

• Can we do what they want? Should we?
  
  

• Empathise? Clarify? Reasonability?
  
  

• Can you see the customer’s point of view? Is it reasonable? Be objective, stick to facts – it’s not personal attack on you.
  
  

• If we can’t do what they want, what can we do?
  
  

• Decide on a solution – make a decision, possibly a plan B where you have a structured plan of possible resolutions (use your team to help if needed).
  
  

• Contact the customer - call / email? It’s always better to try and talk to your customer - use this as an opportunity to start off the genuine conversation and build a trusting relationship.
  
  

• Does the customer want an explanation?
  
  

• Does it need a cherry? What size?
  
  

• Close the conversation – confirm what action will take place!
  
  

• Does it require a follow up call possibly a few days later?