Complaint cases
Complaints
A fed-up customer tells you once, on the phone. Leo makes sure someone rings back before they tell anyone else.
“Honestly, I’m a bit fed up. I was told the blue one would be here by now.”
Ryan Taylor, on a call about his BMW X5
That’s all it takes. Leo hears it, and by the time the call ends it is a complaint with a name on it and a day to ring back.
Sales and service
Unhappy customers ring the showroom and the workshop.
On a sales call
“I rang about the Karoq and nobody called me back.”
On a service call
“It came back from the garage with the same warning light on.”
What counts
What a complaint sounds like, while it can still be put right.
“I rang about the Karoq and nobody called me back.”
Missed callback· Someone should ring back today.
“Honestly, I’m a bit fed up. I was told the blue one would be here by now.”
Delay· A call back, due tomorrow.
“You told me delivery was included.”
Wrong information· A manager should sort it.
“This is the third time I’ve had to ring about this.”
Chasing· It needs an owner.
“It came back from the garage with the same warning light on.”
Service· The service manager rings back.
“I’ve been put through to three people and nobody’s helped.”
Passed around· One person takes it on.
Four moves
Heard, flagged, rung back, checked.
1
Heard
Leo listens to the call. Nobody has to.
2
Flagged
A complaint appears, with a name and a day.
3
Rung back
They play what the customer said, then call.
4
Checked
The customer’s next call shows whether it worked.
The words in hand
Not a summary.What they actually said.
The person who rings back sees what the customer said, and can play it. They don’t have to guess how annoyed he was.
- It goes to whoever the call says will put it right. If that isn’t clear, a manager decides
- Sales and service calls both make complaints, and you can reassign any of them with a click
- Managers see them all added up in Radar
How these pages fit together
Every call becomes cases: jobs for your team, and a summary for managers.
Leo reads itand turns what it finds into casesFAQ
Questions about complaints
Hear unhappy customers before they leave
Book a demo and see the complaints hiding in one of your own calls.
Request a Demo