Granger Plastics: Complaint Handling

Granger Plastics has a reputation to maintain when it comes to customer satisfaction, so complaints are taken very seriously. Complaint handling is divided into two main parts: registration and handling.

During the registration, an employee enters the complaint into the system. Once that is complete, Jeff gets an automated e-mail of the complaint. An employee must then decide whether the complaint is valid. Depending on his/her input, the handling part is started, or the process is ended.

During the handling, there is an activity for an employee to contact the customer and work to solve the problem. After the complaint has been resolved, the solution is registered in the system and Jeff gets another e-mail indicating the problem was solved.