Customer Complaints
Handles written customer complaints by acknowledging receipt, investigating the issue, providing a resolution, and ensuring proper documentation and follow-up.
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Key Activities
- Assign to Responsible Department
- Check Incoming Mail
- Draft Customer Response
- Read and Record Complaint
- Send Response
Activities KPIs
| Attribut / Attribute | Assign to Responsible Department | Read and Record Complaint | Draft Customer Response | Check Incoming Mail | Send Response |
|---|---|---|---|---|---|
| avg_touch_time_min | 7.0 | 15.0 | 12.0 | 5.0 | 4.0 |
| co2e_per_execution_g | 12 | 15 | 18 | 8 | 10 |
| distance_km_per_exec | 0 | 0 | 0 | 0 | 0 |
| error_rate_pct | 6.0 | 8.0 | 4.0 | 2.0 | 2.5 |
| execution_type | manual | manual | manual | manual | manual |
| frequency_per_month | 850 | 850 | 850 | 850 | 850 |
| manual_workaround | true | true | true | true | true |
| workaround_degradation | none | none | none | none | none |
Ownership
Organization: Customer Service