Transform the issues raised during the phone call into visible, accountable, and solvable processes.
During a sales meeting, a customer may provide feedback about the product, delivery, price, service, or the previous representative. The sales objective should not be based on ignoring this feedback.
Complaints should be received through a transparent, accessible, and traceable process; the customer's expectations, priority level, relevant action, and the person responsible for resolving the issue should be recorded.
Recording components
Customer and relevant person
Product, offer, order or service
Feedback or complaint category
Importance and priority
Customer description and expected solution
Related search history
Responsible team and target resolution date.
First contact solution
If the representative has sufficient authority and knowledge, the issue can be resolved during the first meeting. In cases that cannot be resolved, the customer should be provided with a tracking number, the responsible process, and the expected response time.
Escalation
Security or personal data incident
Legal or financial risk
Recurring product issue
Loss of high-value customers
Threats, harassment, or employee safety.
Records that cannot be resolved within the specified time.
Learning and improvement
The root causes of complaints should be transformed into corrective actions in the areas of product, process, logistics, training, or communication. Simply closing the case will not prevent the same problem from recurring.
Treat customer complaints not as an interruption to the sales conversation, but as an opportunity to rebuild trust and improve the system.