Complaint Handling (process SO 2.9)

Complaint Handling is the process by which the Service Desk Manager handles complaints. The Complaint category is typically used to indicate less than satisfactory service received by a user in the support or service delivery categories.

When the Service Desk Manager receives assigned incidents in the Incident or To Do queue, the manager accepts the incident. The manager investigates the cause of the complaint by evaluating the relevant information and talking to the people involved. The manager searches for an answer or solution to satisfy the user who filed the complaint, updates the incident with the agreed on details, and then closes the incident. You can see the details of this process in the following figure and table.

The Complaint Handling workflow is illustrated in the following figure:

Complaint Handling process

Process ID

Procedure or Decision

Description

Role

SO 2.9.1

Review complaint information

The Service Desk Manager monitors the incident queue and reviews assigned incidents. The Service Desk Manager checks the contents of the complaint.

Service Desk Manager

SO 2.9.2

Accept complaint

The Service Desk Manager accepts the incident to investigate the cause of the complaint.

Service Desk Manager

SO 2.9.3

Investigate complaint cause

The Service Desk Manager investigates the cause of the complaint by looking at the relevant information and talking to the people involved. The Service Desk Manager also searches for an answer or solution to satisfy the user who filed the complaint.

Service Desk Manager

SO 2.9.4

Assess/ Relate associated records

The Service Desk Manager assesses the associated records and relates them to existing records if necessary.

Service Desk Manager

SO 2.9.5

Escalate to company complaints process?

The Service Desk Manager assesses the complaint and determines whether it is within the scope of the Company Complaints Process. If escalation is necessary, go to SO 2.9.6. If not, go to SO 2.9.10.

Service Desk Manager

SO 2.9.6

Company complaints process

The Service Desk Manager escalates to have the complaint registered in the Company Complaints process and updates the Incident record.

Service Desk Manager

SO 2.9.7

Monitor company complain record

The Service Desk Manager monitors the complaint through the company complaint process.

Service Desk Manager

SO 2.9.8

Complaint resolved?

If the complaint is resolved, continue to SO 2.9.9. If not, go to SO 2.9.7.

Service Desk Manager

SO 2.9.9

Action required?

If the complaint has been resolved but further action must be taken, go to SO 2.9.10. If no further action is required, go to SO 2.9.11.

Service Desk Manager

SO 2.9.10

Take action to conciliate the user

The Service Desk Manager contacts the user to solve the user's issue and tries to reach an agreement.

Service Desk Manager

SO 2.9.11

Update and close complaint

The Service Desk Manager updates the incident with the agreed on details and closes the incident.

Service Desk Manager