Question

do you think escalation process in complaint management is a process in used by junior executive to save themselves from company's actions against them?​

Answer 1

Answer:

Anyone in your company who interacts with the public must have proper training in the art of handling customer complaints. They should know how to understand the customer’s complaint with effective listening. They should know the importance of empathy and how to find a solution that benefits both the customer and the company.

It is also important that you have a system to track customer complaints. This will help keep a record of the types of complaints received, who has been addressing and resolving the complaints and the final outcome.

Complaint-tracking