Does anyone have any recommendations?

I find transferring them to a line with perpetual hold music does wonders.


:-)



With that being said I've always thought the best Complaint Management System was whatever allowed the situation to be handled in a real time environment. I understand there are a few situations where the situation may need to be addressed at a later time a good process should be able to handle most complains right then and there.

Or is tracking more/as important than resolving?

I was meaning the case management software for the process. I have looked at Respond and a few others but wondered if anyone had other experiences.

But if, as Justin says, you can resolve complaints straight away, why do you need software to manage them?

Not always possible.

May need escalation for many reasons, normally checking of the facts.

May want multiple follow ups to ensure remedial action took place.

It'll also need to be noted to ensure that subsequent enquiries have all the information.

Is it not possible to expand your customer management software to cater for this specific type of query?