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Customer complaint management is a vital component of organizations both in the private and public sector.  It can be viewed as feedback or information relating to your products and services.  Therefore this information should be properly managed.  The goal of customer complaint management is to effectively provide feedback to the client with a view to increasing customer satisfaction.

Satisfaction occurs when the members of the organization understand customer expectations and them work with them to improve service levels. The challenge arises when there are multiple departments interacting with customers and they each have their own agendas.  This is where organizational wide complaint management software is essential.

Complaints management software helps the organization in the following ways.  Complaint management gives the organization an opportunity to redeem itself in the eyes of the customer.  In other words it gives them a second chance to make things right.  It also helps to identify where improvements are needed and allows customers to play an important part in these improvements.  This is the philosophy behind continuous improvement.  Finally it helps to lighten the workload within the organization.

The key to customer complaint management is to truly listen.  Listen because the customers who complain are usually just the tip of the iceberg of customers who are dissatisfied.  It is important to gain an understanding of the complaints and make the changes to resolve them.

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