Atrisināt klienta sūdzību

Kad izmantot

A customer has said, in any channel, that the company did something wrong and wants it fixed. Not for a formal legal claim or a regulator letter — use ops.consumer-claim-lv. Not for a routine support question with nothing wrong — use support.answer-ticket. A complaint that arrives inside an open ticket is still logged through S1; do not bury it in the existing thread.

Pirms sāc

• The complaint policy is known: which remedy sizes the owner approves alone and which need a partner/board decision.
• The customer's identity is established — one real person or company, not "the contact on the order".
• If the complaint mentions injury, data loss, or a regulator, treat it as severity A from S2 and say so to the owner the same day.

Ko izpilde pieprasa5

Ceļš10 soļi

1. S1

   Log the complaintaģents

   Open a ticket; paste or attach the original text, channel, date and the customer's name. Never paraphrase the complaint in place of the original.

   Izdarīts, kad the ticket exists and contains the customer's words as received.

2. S2

   Classifyaģents

   Severity A (legal, safety, data, regulator, media threat) · B (money: refund, damage, lost work) · C (service: delay, attitude, quality without damage). For LV consumer complaints, note the statutory reply deadline next to the ticket — ⚠ jāpārbauda the current term on likumi.lv before writing it down.

   Izdarīts, kad the ticket shows severity, the applicable deadline (if any) and the routed owner.

3. S3

   Draft the acknowledgementaģents

   Short draft: we received it, who handles it, by when they will hear back. No admission of fault, no promise of a remedy yet.

   Izdarīts, kad a draft reply sits in the ticket, ready to send.

4. S4

   Acknowledge in writingīpašnieksvajag apstiprinājumu · īpašnieks

   Apstiprinājums · S4 · īpašnieks — izpilde apstājas, līdz nosaukts cilvēks ieraksta lēmumu

   Send the acknowledgement to the customer.

   Izdarīts, kad the customer has a written reply with a named contact and a date. ⛔ Never acknowledge by silence, and never let the draft go out with a promised date the owner has not confirmed.

5. S5

   Investigateaģents

   Collect the facts: order or contract, correspondence (use bc mail search on the customer's address), logs, photos, delivery records, what each side says with dates. Separate fact from claim.

   Izdarīts, kad the ticket contains a dated factual timeline and each fact points to its source.

6. S6

   Decide the remedyīpašnieksvajag apstiprinājumu · īpašnieks

   Apstiprinājums · S6 · īpašnieks — izpilde apstājas, līdz nosaukts cilvēks ieraksta lēmumu

   Choose: full remedy · partial remedy · goodwill gesture · fix without payment · reasoned refusal. Write the reason in one paragraph. If the decision sets a precedent or changes a rule, record it via management.decision-record.

   Izdarīts, kad the ticket holds the decision, its reason and the decider's name and date.

7. S7

   Execute the remedyaģentsvajag apstiprinājumu · īpašnieksneatgriezenisks

   Apstiprinājums · S7 · īpašnieks — izpilde apstājas, līdz nosaukts cilvēks ieraksta lēmumu

   Neatgriezenisks solis · S7 — aģents to nekad nenoslēdz viens

   Do what was decided: process the refund through the money module (it follows ops.purchase-approval for payouts), ship the replacement, apply the fix, or prepare the reasoned refusal. Create the follow-up with bc tasks add for anything that happens later (repair visit, replacement delivery).

   Izdarīts, kad the remedy exists in the world — money moved, goods sent, fix deployed — or the refusal is drafted.

8. S8

   Answer the customeraģentsvajag apstiprinājumu · īpašnieks

   Apstiprinājums · S8 · īpašnieks — izpilde apstājas, līdz nosaukts cilvēks ieraksta lēmumu

   Send the final written answer: what we found, what we did, what happens next and by when.

   Izdarīts, kad the customer has the answer in writing on the same channel they used.

9. S9

   Close and verifyaģents

   Confirm the remedy actually reached the customer (delivery confirmed, refund visible on their statement if they say so). Tag the root cause on the ticket. Close it only after the customer's confirmation or a clear no-response after two attempts.

   Izdarīts, kad the ticket is closed with decision, remedy proof and root cause tag.

10. S10

    Feed the loopaģents

    If this root cause has appeared before, or the fix belongs in a procedure, propose a change note to the responsible playbook (e.g. sales.customer-onboarding, ops.work-order) or write a new draft.

    Izdarīts, kad either a recurring pattern is recorded with a proposal, or the ticket is marked "one-off".

Pārbaudes — kā zinām, ka izdevās

• The customer's own words are in the ticket, not a summary only.
• First written reply went out within the promised or statutory time — read the sent mail, do not trust memory.
• The decision names the decider, the date and the reason.
• The remedy is proven: refund transaction id, tracking number, or the fix's release/change id.
• The root-cause tag is set and the ticket is closed, not left open "for later".

Ja noiet greizi

Ko atstāj katrs solis

1. S1the ticket exists and contains the customer's words as received.
2. S2the ticket shows severity, the applicable deadline (if any) and the routed owner.
3. S3a draft reply sits in the ticket, ready to send.
4. S4the customer has a written reply with a named contact and a date. ⛔ Never acknowledge by silence, and never let the draft go out with a promised date the owner has not confirmed.
5. S5the ticket contains a dated factual timeline and each fact points to its source.
6. S6the ticket holds the decision, its reason and the decider's name and date.
7. S7the remedy exists in the world — money moved, goods sent, fix deployed — or the refusal is drafted.
8. S8the customer has the answer in writing on the same channel they used.
9. S9the ticket is closed with decision, remedy proof and root cause tag.
10. S10either a recurring pattern is recorded with a proposal, or the ticket is marked "one-off".

Ko saglabāt

Ticket id · the original complaint as received · sent acknowledgement and final answer · the decision with decider and date · refund or delivery proof · root-cause tag · dates of every customer contact.

Kā šī procedūra uzlabojas

After every 10 closed complaints ask: how long from receipt to first written reply, and which step waited? How many were reopened within 30 days, and why? Did any statutory deadline come within a day of being missed? Do the root-cause tags cluster on one process — and if so, did S10 actually produce a change proposal? A new version changes the step that caused the wait or the repeat, and says so in its change note.