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Degree: 3ro.
Group: “G”
Matter: English
Subject:
Mailbox of Complaints
School cycle
2016 – 2017
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INDEX
Introduction .......................................................................................................... 4
That it is a Mailbox of Complaints ..................................................................... 5
Process of Management of a Complaint ............................................................ 6
Conclusion .......................................................................................................... 11
Bibliography ....................................................................................................... 12
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Introduction
4
That it is a mailbox of Complaints
community and of the users to do arrive the observations and claims that estimate
convenient on the operation of the service and/or product, as well as for the
The mailbox of complaints has by object receive the observations and suggestions
that make any one of the customers and/or users on the quality of the product
and/or service received, so much on deal to the consumer and of his installations
To do use of this mailbox will have to complete the compulsory fields of the form
established for this end. The manager of the administrative service or matter will
regard as it correspond.
community and of the users to do arrive the observations and claims that estimate
convenient on the operation of the service and/or product, as well as for the
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Process of Management of a Complaint
START
In this stage define the actions of “Communication and Diffusion” of the procedure.
The aim of this phase is that the whole of the personnel and of the users of the
It is important that once that it has established the procedure proceed to the
training and information of the personnel and of the customers and users. This
information has to be clear regarding the functions, the responsible people of the
process, the physical location of the points where can present the suggestions or
management, as they can be: the form in that the reclamante has to present the
associated to the different stages of the process, the different options of resolution
The means for the diffusion of the existence and operation of the process will
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surpassed a time of the establishment of the process, could leave like a
section more than the web. In this section has to inform on the location of
the place of attention, the applicable procedures and any information that
was useful for the user.
Bulletin board situated in the installations of the entity.
Talks or briefings.
It is interesting also measure the efficiency of the different means used in the
level of general knowledge of the existence of the procedure and of his functions
along the time, measuring the efficiency of each one of the channels of
communication employed, so that it could reinforce the use of those more effective
media.
It has to exist the possibility to present the complaints and suggestions in different
standard form of Q/S, of the that will store the data and the information that will
apply in the following phases of the process, in such a way that any treatment
The information to register from the forms filled, will have to include data
trascendentes and that consider necessary for the future treatment and
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Solution that the customer requests or proposes.
Product, service, or procedure of the entity, objects of the complaint or
suggestion.
Term limit of answer.
Information about the personnel related with the incidence.
Immediate actions that have taken (if it was the case).
FOLLOW-UP
allow his back query, and like this facilitate his follow-up along all the process. To
this end, in this “Database” or “system of register” was in electronic format or no,
has to update the state of the incidence periodically, to allow queries of the user
It ACCUSE OF RECEIPT
It has to send a notification to the user, indicating that his complaint or suggestion
has been received and finds in the process of resolution. This will carry out in the
INITIAL EVALUATION
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immediate action, etc., to take into account to the hour to establish priorities and
levels of performance.
INVESTIGATION
establish the level of depth of the investigation to carry out. Nevertheless, for each
incidence will have to investigate the causes, situations, people and corresponding
circumstances.
was not like this, would be necessary to deepen in the investigation. Later it has to
In this stage of the process have to determine the actions to carry out depending of
determination of these actions will have to make of conjoint form with the personnel
commissioned and the direction of the entity. Finally it has to communicate the
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CLOSING OF THE PROCESS
It has to determine if the solution offered has been satisfactory for the user, of not
being like this will decide if it continues with the process in an upper level of
resolution. If the answer is satisfactory, proceeds to the closing and register of the
incidence.
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Conclusion
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Bibliography
http://www.uam.es/cgi-bin/formrtcentros/formsugerencias.cgi?estudio=grado In
http://athletgest.ibv.org/es/clientes-y-usuarios/49-buenas-practicas-para-la-gestion-
de-quejas-y-sugerencias-de-clientes-y-usuarios.html?start=2
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