Customer Complaint Management Checklist

Name of Salesperson:
________________________________________________________________________________
Name of Credit-checking clerk:
_________________________________________________________________________
Name of Territory:
__________________________________________________________________________________
Name of Customer:
__________________________________________________________________________________
Cause of Complaint:
_________________________________________________________________________________

S/
N
1

2
3

Activity
a. Have you obtained as much relevant information from your customer
as possible?
b. Have you identified if the customer is dissatisfied because the product
delivered is a different size, color, or model than the one ordered?
c. Have you identified if the customer is dissatisfied because the
quantity delivered is less than the quantity ordered the balance is
back-ordered (to be delivered when available)?
d. Have you identified if the customer is dissatisfied because the product
does not arrive by the specified date?
e. Have you identified if the customer is dissatisfied because the
discounts (trade or promotional payments) agreed on are not
rendered by our company?
f. Have you identified if the customer is dissatisfied because the product
does not have a feature or perform a function that the customer
believed it would?
g. Have you identified if the customer is dissatisfied because the product
is not of the specified grade or quality (does not meet agreed-on
specifications)?
Have you expressed sincere regret or apologize to your customer for the
problem?
Have you displayed a service attitude (i.e. a true desire to help the
customer)? Or have you promised to the customer that you will get to the
root of the problem and solve it as soon as possible?
a. Have you reviewed your sales records to make sure the customer

Yes

No

b.

c.

d.

e.

f.

g.

a.

purchased the merchandise?

Have you reviewed your sales records to make sure the product size,
color, or model in the sales record that the customer signed is the
same as the product size, color, or model delivered to the customer?
Have you reviewed your sales records to make sure the product
quantity in the sales record that the customer signed is the same as
the product quantity delivered to the customer?
Have you reviewed your sales records to make sure the product
arrival date in the sales record that the customer signed is the same
as the date the product was delivered to the customer?
Have you reviewed your sales records to make sure the discount
(trade or promotional payments) in the sales record that the customer
signed is the same as the discount (trade or promotional payments)
delivered to the customer?
Have you reviewed your sales records to make sure the product has
the feature or perform the function that the customer believed it
would in the sales record that the customer signed is the same as the
feature or performs the function that the customer believed it would
is delivered to the customer?
Have you reviewed your sales records to make sure the product is of
the specified grade or quality (i.e. meets the agreed-on specifications)
in the sales record that the customer signed is the same as the
product is of the specified grade or quality (i.e. meets the agreed-on
specifications) delivered to the customer?
Have you carefully confirmed from the sales record that the customer
was right that the customer did purchase the merchandise?

Solution: Proceed with 5b to 5g.

b. Have you carefully confirmed from the sales record that the customer
was right that the product size, color, or model delivered to the
customer is different from the product size, color, or model in the
sales record the customer signed?
Solution: First of all follow the Sales Return Procedure to collect the
product from the customer. Then secondly follow the Sales Order
Procedure to deliver the correct product size, color, or model to the
customer. Record this incident in the Customer Complaint File.
c. Have you carefully confirmed from the sales record that the customer
was right that the product quantity delivered to the customer is
different from the product quantity in the sales record the customer
signed?
Solution 1: If the product quantity delivered to the customer is less than
what the customer signed or ordered then follow the Sales Order
Procedure to deliver the correct product quantity the customer signed or
ordered. Record this incident in the Customer Complaint File.
Solution 2: If the product quantity delivered to the customer is more than
what the customer signed or ordered then follow the Sales Return

Procedure to collect the surplus product delivered to the customer. Then

send a reward document to the accounting department to give the customer
a gift or discount for his kindness. Record this incident in the Customer
Complaint File.
d. Have you carefully confirmed from the sales record that the customer
was right that the product delivery date to the customer is different
from the product delivery date in the sales record the customer
signed?
Solution 1: If the product is being delivered late to the customer to what the
customer signed or ordered then report the incident to the Distribution
Department and inform them to hasten delivery time as well the CEO and
those in top management. Record this incident in the Customer Complaint
File.
Solution 2: If the product is being delivered earlier to the customer to what
the customer signed or ordered then record this incident in the Customer
Complaint File. However this should be seen as a good thing. The Sale
Order Team must be commended and rewarded for their efficiency.
e. Have you carefully confirmed from the sales record that the customer
was right that the discount (trade or promotional payments) to the
customer is different from the discount (trade or promotional
payments) in the sales record the customer signed?
Solution 1: If discount (trade or promotional payments) to the customer is
less than what the customer signed or ordered then follow the then report
the incident to the Accounting and Finance Department and inform them to
deliver the correct discount (trade or promotional payments) the customer
signed or ordered as well the CEO and those in top management. Record
this incident in the Customer Complaint File.
Solution 2: If the discount (trade or promotional payments) delivered to the
customer is more than what the customer signed or ordered then follow the
Sales Return Procedure to collect the surplus discount (trade or
promotional payments) delivered to the customer. Then send a reward
document to the accounting department to give the customer a gift or
discount for his kindness. Record this incident in the Customer Complaint
File.
f. Have you carefully confirmed from the sales record that the customer
was right that the product delivered to the customer has the feature
or perform the function that the customer believed it would is
different from the product feature or performed the function that the
customer believed it would in the sales record the customer signed?
Solution: First of all follow the Sales Return Procedure to collect the
product from the customer. Then secondly follow the Sales Order
Procedure to deliver the correct product that has the feature or perform the
function that the customer believed it would have. Record this incident in
the Customer Complaint File.

g. Have you carefully confirmed from the sales record that the customer
was right that the product specified grade or quality (i.e. meets the
agreed-on specifications) delivered to the customer is different from
the product specified grade or quality (i.e. meets the agreed-on
specifications) in the sales record the customer signed?
Solution: First of all follow the Sales Return Procedure to collect the
product from the customer. Then secondly follow the Sales Order
Procedure to deliver the correct product specified grade or quality (i.e.
meets the agreed-on specifications). Record this incident in the Customer
Complaint File.
h. Have you identified if we are unable to satisfy the customer or the
customer wants to return our product without seeking a replacement?

Solution: Follow the Sales Return Procedure to collect the product from
the customer. Record this incident in the Customer Complaint File.
Have you called the customer to know if they are satisfied with your as well
as the companys actions to solve the problem. Record the customers
response into the Salesperson Daily Diary.