Complaints provide valuable feedback and an opportunity to strengthen the client relationship. The aim of this work instruction is to handle every complaint quickly and fairly, to solve the cause, and to restore client satisfaction.
Prerequisites
Type
Requirement
Access
Account with access to the CRM system (Odoo)
Information
Client name, order or project reference, and description of the problem
Tools
Odoo, Email, Complaint form
Work instruction
Responsible
Step
Procedure
Needed tools
Account Manager
Record complaint
Record the complaint in Odoo on the day it is received, including client, reference, and description
Odoo
Account Manager
Acknowledge receipt
Confirm receipt to the client within 1 working day and explain the next steps and timeline
Email
Account Manager, Quality Manager
Assess severity
Classify the complaint (minor, major, critical) and decide whether it requires a formal corrective action
Odoo, Complaint form
Operations Manager
Investigate cause
Analyze the cause together with the responsible team and document the findings
Complaint form
Account Manager
Agree on solution with client
Propose a solution (e.g. rework, replacement, credit) and agree on it with the client; escalate anything above the approved limit to the Sales manager
Email, Phone
Operations Manager
Implement solution
Carry out the agreed solution by the agreed date and confirm completion
Odoo
Quality Manager
Close and evaluate
Check the effectiveness of the measures, close the complaint, and include it in the quality reporting
Odoo
Expected Result
The client has received a timely and appropriate solution, the cause has been identified and corrected, and the complaint, measures, and result are documented and closed in Odoo.
Troubleshooting
Problem
Possible cause
Solution
Client is not satisfied with the solution
Expectations were not clear
Involve the Sales manager and agree on an alternative solution
Cause cannot be identified
Information is missing
Request further information from the client or the team and set a follow-up date
Same complaint occurs repeatedly
Root cause was not removed
Initiate a corrective action with the Quality Manager
