TACTIXProcess templates
Customer Complaint Process Template
Customers leave when complaints are not answered quickly and consistently. This template brings logging, the first reply, root cause analysis and the justified/unjustified decision into one flow.
Free. Lanes, steps and approvers come ready; you can change everything.
Process flow
Each row is a role (swimlane); steps run left to right.
| Customer service | 1 · StartLog the complaint | 2 · StepSend the first reply (24h) | 6 · StepInform the customer | ||||
|---|---|---|---|---|---|---|---|
| Responsible team | 3 · StepFind the root cause | 5 · StepCorrective action | |||||
| Quality | 4 · DecisionIs it justified? | 7 · EndClose and record |
Step by step
Log the complaint
- Customer details taken
- Evidence attached
Send the first reply (24h)
Find the root cause
Is it justified?
- Justified → Step 5: Corrective action
- Not justified → Step 6: Inform the customer
Corrective action
Inform the customer
Close and record
Who does what? (RACI summary)
R: responsible · A: approves
| Step | Customer service | Responsible team | Quality |
|---|---|---|---|
| Log the complaint | R | ||
| Send the first reply (24h) | R | ||
| Find the root cause | R | ||
| Is it justified? | R | ||
| Corrective action | R | A | |
| Inform the customer | R | ||
| Close and record | R |
When to use it
- You run ISO 9001 or a similar quality system
- Nobody knows who is holding a complaint
- You want fewer repeat complaints
Tips
- Make evidence and photos a required check in the first step.
- Let quality approve the corrective action.
- Track open complaints by date on the roadmap.
More process templates
Run the process with your team on one map
Open the template, give each step an owner and a date, and send it to your field team as step-by-step instructions and QR labels.