Chain Of Complaints

Program

COC Program
 INTRO

Customer complaints are something that every
customer facing business will have to deal with at
some time. In the healthcare industry, this can be
many hundreds of times a day, while companies that
are more business to business focused will not deal
with customer complaints as frequently. However
many customer complaints you receive, there are ways
in which they should be dealt with to ensure that the
customer will remain your customer, and order from
you again
How to deal with customers
complaints

 Why Customer Complaints Are Important To our
Business
 Staff Must Be Trained to Deal With Complaints
 What's In A Complaint?
 Complaints Time management
 Best approaches to find new customers
 Our Complaints
Procedures

 The complaint procedure starts from the Customer Service
daily round , as he\she starts the daily round to hear from
the patients\relatives the comments
 The CS agent starts to write down in a paper the comments
from every room which sure results with losing time
 After CS agent finishes his\her round , he\she writes down
the feedbacks & complaints on system after revising its way
& language then upload it on the CRM program
 After uploading , he\she starts to send the complaint to the
HOD & several reminders to reply till he\she receives it
 After receiving the reply , they upload it on the CRM system
Corrective action to save time

 Why don’t we #Think_Technology , the CS agent
starts his\her daily round with a TAB holding our
system
 The agent received a complaint from patient\relative
, he\she will write it on system through the tab by
selecting the hierarchy of the complaint ( ex : policy
& procedures – nursing – bad attitude ) , it will
generate number & HYG the two scenarios that will
be applied
 
 Scenario one ; the patient\relative will take the
complaint number to follow up on it via CS office ,
call center …etc.

 Scenario two ; once the CS agent assigned the

complaint it will be directed automatically to the
HOD to reply on it in a short period of time
Objective of the COC
program

 Tracking our Time management
 Receives immediate feedbacks & actions
 Involving the system in our daily processes
 Enhancing the cycle of complaints
 Reduce the paper work cycle
 The more we reduce the paper work the more we’ll
maintain our cost deduction
 Arranged By 

Kholoud Badr
Customer Service Agent
#Together_we_can_do_A_Lot