recent by a web based software which is accessible to all in the customer service response chain , with restricted access . This will enable on –line monitoring of complaint status . The complaint data is reviewed in monthly meeting with departmental heads and suitable to avoid recurrence . customer complaint management process Call centre phone inform field duty engineer
CCR nodes\ control room of receiving station
CR cell (written interact with concerned department) Action by respective department
In case of critical complaint higher level also informed
Attend complaint and inform complaint attended by
CR cell
D\E and informed call centre If not call centre escalates
If not CRR escalates, if not 2nd
complaint, upto 4 level of
escalation
escalation . Complaint attended by D\E
Complaint attended
and informed call centre Customer informed and confirm
Inform customer
to be satisfied Call centre updates record and
CR cell updates record and generates
generates MIS
MIS.
Review report and analyses
Review report and analyses complaint 40