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How to Track Customer Complaints | eHow complaint synonym

How to Track Customer Complaints By Faizah Imani eHow Contributor Faizah Imani Follow  Pin  Share  Tweet Share  Email Save

If you own or manage a company or organization, your customers are among your most important assets. If they have complaints, you should have a system in place to track and handle that feedback. Tracking the complaints won't only benefit the customer; it can also benefit your company by showing you where your organization needs to improve to keep customers happy.

Things You'll Need Excel Computer

Establish a database to store the complaints in; an Excel spreadsheet is one option. Customer management software, such as "Complaints Software," "Metric Stream" and "Customer Expressions," can be purchased and downloaded to track complaints.

If using Excel, define categories in the spreadsheet to capture information such as the date the customer's complaint was received, the name of person who received the complaint, the specific issue, details about the issue and any promises made to the customer by the person who received the complaint.

Assign a ticket or numbering system to the complaints so they can be easily found in the database. Provide the ticket number to the customer so she can call in and check the status of her complaint with anyone who answers the phone at your company.

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Document in the database the dates action was taken to begin resolving the customer's complaint. For example, if a field technician is being dispatched to resolve a problem for an Internet customer's DSL modem, document the date that the dispatch was requested and the date the technician was actually dispatched.

Note follow-up calls to the customer. This can include calls that were made to let the customer know her complaint is being addressed, as well as calls to verify whether the problem was resolved to her satisfaction. If the customer calls to check on the status of her complaint, that call should also be documented in the system along with the date.

Close the complaint with notes that indicate how it was resolved. This should include the date the company considered the issue resolved and the date the customer verified that resolution. If the customer was satisfied with the resolution, indicate that. If the customer was still irate after resolution, indicate that as well.

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In many legal settings specialized forms of written communication are required. In many others, writing is the medium in which a lawyer must express their analysis of an issue and seek to persuade others on their clients' behalf. Any legal document must be concise, clear, and conform to the objective standards that have evolved in the legal profession.

There are generally two types of legal writing. The first type requires a balanced analysis of a legal problem or issue. Examples of the first type are inter-office memoranda and letters to clients. To be effective in this form of writing, the lawyer must be sensitive to the needs, level of interest and background of the parties to whom it is addressed. A memorandum to a partner in the same firm that details definitions of basic legal concepts would be inefficient and an annoyance. In contrast, their absence from a letter to a client with no legal background could serve to confuse and complicate a simple situation.

The second type of legal writing is persuasive. Examples of this type are appellate briefs and negotiation letters written on a clients behalf. The lawyer must persuade his or her audience without provoking a hostile response through disrespect or by wasting the recipient's time with unnecessary information. In presenting documents to a court or administrative agency he or she must conform to the required document style.

The drafting of legal documents, such as contracts and wills , is yet another type of legal writing. Guides are available to aid a lawyer in preparing the documents but a unique application of the "form" to the facts of the situation is often required. Poor drafting can lead to unnecessary litigation and otherwise injure the interests of a client.

The legal profession has its own unique system of citation . While it serves to provide the experienced reader with enough information to evaluate and retrieve the cited authorities, it may, at first, seem daunting to the lay reader. Court rules generally specify the citation format required of all memoranda or briefs filed with the court. These rules have not kept up with the changing technology of legal research. Within recent years, online and disk-based law collections have become primary research tools for many lawyers and judges. Because of these changes, there has been growing pressure on those ultimately responsible for citation norms, namely the courts, to establish new rules that no longer presuppose thata publisher's print volume (created over a year after a decision is handed down) is the key reference. (See the reports of the Wisconsin Bar and the AALL .) Several jurisdictions have responded and many more are sure to follow.

menu of sources Other References Key Internet Sources LII: Basic Legal Citation Useful Offnet (or Subscription - $) Sources Good Starting Point in Print: Charles R. Calleros, Legal Method and Writing , Aspen Publishers, 4th ed. (2002) LII Disk Materials other topics

Category: Legal Education & Practice

wex:  ACADEMIC TOPICS legal education and writing THE LEGAL PROCESS legal practice/ethics wex articles

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Voorbeeldzinnen met `complaint` Voorbeeldzinnen laden....

Synoniemen EN: accusation
EN: ailment
EN: bellyache
EN: complaining
EN: criticism
EN: disapproval
EN: disorder
EN: dispute
EN: dissent
EN: grievance

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EN>NL: enterprises
EN>NL: ceased
EN>NL: fragile
EN>NL: New Hebrides
EN>NL: g
EN>NL: loafer
EN>NL: lashing
EN>NL: so-called
EN>NL: quagmire
EN>NL: propellant
EN>NL: ramp
EN>NL: sugar-cane plantation
EN>NL: p