Automation to handle customer complaints : a grievance handling system

Abstract

Effective and rapid responses to client complaints are crucial indicators of the success of a service-oriented business, particularly for a chain of upscale restaurants. Food flavour, quality and amount, service speed, pricing, and attitude of the staff, as well as the atmosphere and hygienic element, are some factors that may be improved upon in a restaurant. Nowadays, customers want prompt redress to their grievances. Method reengineering was used in this article to solve the shortcomings of the present (as-is) complaint management process. A framework for a complaint management system for a Japanese fast-food chain is examined and built in this research. The interactions between the corporate headquarters and the regional offices are scrutinised to demonstrate the advantages of the suggested complaint-handling procedure. The as-is complaint reporting method is presented in the study’s first phase. Models and processes for managing complaints will be developed in the second phase utilising an INCOME approach. Complaint registration, compensation diagnosis, and complaint analysis are part of the new structure. In addition, this chapter analyses the benefits of using an automated system to resolve customer complaints and demonstrate how this compares to present procedures: customers’ happiness, complaint handling, and information retrieval.