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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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