IMPROVEMENT ACTIONS


Control and Improvement of Care Complaints and Claims

Complaints and claims management makes the difference in a company. The departments responsible for the management have a great responsibility. They control whether a customer will return or will never want to return.

In this key business function,

  • Flint helps you:
  • . Establish procedures for the care and management of complaints and claims based on the    most effective methodologies
  • . Identify areas for improvement in products and/or services
  • . Characterize the most common complaints and anticipate them through rapid and optimal    results
  • . Eliminate the causes of existing or potential problems arising from complaints
  • . Understand the impact of complaints and claims in the profitability of your business
  • . Calculate the cost of not issued complaints, poorly handled complaints, and not proper    procedure
  • . Identify difficult customers and give appropriate treatment
  • . Educate and train the staff contact for negotiation and conflict resolution processes
  • . Clearly establish the channels for complaints and part the various responses either in    writing or by telephone
  • . Create classification systems for predicting claims serious conflicts

Care and effective claims management entails the clients perceive your company as an organization committed to addressing their needs and allows for:

  • . The client to know at all times where and how to claim
  • . The procedures to be easy to understand and use by the client and the staff of the    department of management of complaints and claims
  • . To reduce the response time to customer
  • . To be promptly informed of the progress of your complaint: deadlines, solutions, options,    etc.
  • . In general, customer satisfaction with products and services avoiding the loss of    customers

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