L2 - David Vaďura (433378),
PV207/02ENGLISH
Company
CustomerService
Customer Service
Complaint received
Complaint denied
Record complaint
Complaint accepted
Complaint
Verify eligibility
Request
additional info
Complaint records
Complaint added
signal sent
2 days
Additional info received
Is eligible?
If employee needs further information, he send
request to the user. If response isn't received in
set time, complaint is denied.
Missing info
QualityAssurance
Quality Assurance
Evaluate
complaint
Can I solve it?
Generate final
report
Complaint closedComplaint added
signal received
Assign new owner
Undertake steps
to resolve issue
Multiple complaints
found
Increase issue
severity
Severity increased
The employee evaluates the issue, such as whether it
was reported multiple times, and if it is easily resolved,
or must be assigned to other dept. employee.
Failed to solve
Issue reassigned
Customer
This is a process where out company receives a complaint from one of the customers/donors. The complaint is received either in person, through e-mail or other
forms. A custom service employee checks the complaint is valid and complete, in case he needs further information, he requests it from the customer. After that,
the complaint is saved and QA team is notified about the complaint. There, an employee evaluates the complaint, to decide how severe the issue is, what is the issue
itself and if it can be solved easily. Based on all these information, he either undertakes appropriate steps to resolve it, or he might pass on the issue to any other
department in the company.
Specific department
Yes
No
No
Yes
Complaint Information ConfirmationRejectionRequest
Notification
This is not a process, these are two processes in one pool -1
Result: 11