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When you funnel all complaints into one database and assign owners to resolve these issues, distribute or make available this listing. Sort it by person responsible to see who has the most items open to check if they need assistance. Complaints concentrate in areas because certain areas have problems. When you notice where these complaints are concentrated, you will know where the majority of company problems lie.
Owners take ownership of resolution dates. When establishing your list of complaints, owners must resolve these problems and commit to estimated resolution dates. It is most important once a complaint passes the estimated resolution date, remains unsolved and is now determined late, that other personnel are immediately assigned to help.
Publish your complaint list sorted by assignees. Take clear notice of who has the most complaints and be forewarned they most likely they will need help or assistance to reduce the list of unresolved problems. You will have people that will not be able to resolve issues with customers for one reason or another. Focus on these people because they quietly ruin your customer relations if someone does not step in to solve the problems.
