Customer Complaint Process $($BPMN Narrative$)$

This narrative describes the process for handling a customer complaint received by a company.

Participants:

Customer

Customer Service Representative $($CSR$)$

Manager $($Optional$)$

Process Flow:

Start: A customer initiates a complaint through various channels $($phone$,$ email, social media$).$

Complaint Intake $($CSR$)$: The CSR receives the complaint and gathers initial information:

Nature of the complaint

Customer details $($name$,$ contact information$)$

Order$/$Product details $($if applicable$)$

Complaint Classification $($CSR$)$: The CSR classifies the complaint based on predefined categories $($e$.$g$.,$ product defect, billing error, delivery issue$).$

Resolution Attempt $($CSR$)$: The CSR attempts to resolve the complaint directly:

Provides information or answers questions

Offers solutions like replacements, refunds, discounts

Customer Satisfaction Check $($CSR$)$: The CSR checks if the customer is satisfied with the resolution.

Yes: The complaint is marked as resolved. Process ends.

No: Proceed to step $6.$

Escalation $($Optional$)$: If the CSR cannot resolve the complaint, they escalate it to a manager. The manager may:

Offer additional solutions or concessions

Authorize exceptions to company policies

Manager Resolution: The manager attempts to resolve the complaint.

Customer Satisfaction Check $($Manager$)$: Similar to step $5,$ the manager checks customer satisfaction.

Yes: The complaint is marked as resolved. Process ends.

No: The process might end with an apology or further escalation depending on company policy.

End: The complaint is documented and closed based on the final resolution.