Customer Complaint Procedure


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How to create a Customer Complaint Procedure for your organization? Have a look at this Quality Management SOP template for customer complaints and customize it


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How to create a Customer Complaint Procedure for your organization? Have a look at this Quality Management SOP template that explains how to collect customer’s complaints and customize it according to your needs.

This quality template is based on international standards and provides an example that shows how to write policies and procedures that together will form your Quality Management System (QMS). The size and complexity of your organization and its individual processes will determine if this Customer Complaint Procedure is useful for your organization. It will support and improve the existing Quality Management System works and controls that are already in place to manage each process. It demonstrates the commitment to meeting your customer expectations’ by delivering quality products and/or services.

This procedure ensures proper collection and investigation of customer complaints and the design of corrective plans where needed.
The objective of the procedure is to establish the process to track and investigate potential non-satisfaction of customers.

The following definitions are applicable:
Correction: Action to eliminate a detected nonconformity. 
Customer: Organization or person that receives a product or service from a supplier organization. 
Customer satisfaction: Customer's perception of the degree to which the customer's requirements have been fulfilled. 

By implementing this Customer Complaint Procedure in your organization, you will improve your Quality Management System or compliance with QMS systems such as ISO 9001. A QMS in its basic concept is not too complicated. Many organizations are struggling with the idea they are required to implement a lot of bureaucratic documents and protocols and ask themselves, whether or not it’s worth trying to develop such a seemingly complicated system. It is not necessarily a complicated system that is needed. Guidance on having clear and concise communication throughout the organization’s documents and between departments does also not have to be elaborated. 

It’s important that you can set expectations from both management and employees and you follow a framework, such as ISO 9001, in order to prevent making it too complicated and ensuring you have an integrated solution for the whole company. When you follow this approach, and you determine processes and their interactions, inputs, and outputs in your organization. 

Download this Customer Complaint Procedure now and you will find out it’s very helpful for your company to improve the quality level by measuring, monitoring, and reporting about the performance of the business processes and gradually improve the company output. Other primary quality control tools, such as checklists, fishbone diagrams, control charts, manuals, charts, reports, can be found here: Quality Management Templates.


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