Hello all my friends!
This is a shout-out from DALLAS!
I am starting a new position with a Nutritional Supplement company here in Dallas Texas! Woo Hoo BIG D! That is right people, the city so awesome they named a soap opera after it! Sorry, I digress; my issue currently is attempting to put together a written procedure for addressing customer complaints. Most of the threads I have read on these forums have been very helpful, but the thing in this environment is that all the complaints are somewhat hard to investigate. Due to the nature of our products, we never get a complaint that is easily to verify like (physical contaminates, or things "concrete"), 99% of the complaints we receive are related to things such as (adverse reaction, allergic reaction, customer felt light headed, customer felt heartburn, customer felt head-ache). I have not seen a complaint listed in the log that required any type of medical treatment, complaints only describe an "unpleasant experience" or digestive reactions that seem to be randomly experienced by the individuals with no identifiable trends. Of course we keep samples of every lot that is sent out.
Previous threads I have read on the topic of customer complaints have stated that if the complaint was based on say "a physical contaminate like a sliver of glass or a hair or bug exoskeleton" and the customer could not or would not supply a picture or portion of the contaminate found, that the complaint would be ruled as uninvestigateable and therefore closed.
So my question I guess is this, with nothing supplied on these complaints other that the customers experience of "heartburn" what would I use to determine which complaint is investigateable and which is not and should be closed without further investigation.
Again, this is my first attempt to organize a system to address Customer Complaints so any suggestions or overview with this process yall could supply would be greatly appreciated. I have found the forums here to be a true oasis of information and expert knowledge, so thank you all in advance!
Your Bro from another Mo,