Customer Complaint Resolution Workflow

A structured Tallyfy template for handling customer complaints professionally to protect your reputation and improve retention. WHO SHOULD USE THIS: Customer success teams, support managers, account managers, and anyone handling customer escalations. ESTIMATED TIME: 1-5 business days for standard complaints, up to 2 weeks for complex issues DIFFICULTY: Beginner to Intermediate - straightforward process with clear escalation paths TEAM SIZE: 1-3 people (frontline support + manager for escalations + specialist if needed) INDUSTRIES: SaaS, professional services, e-commerce, financial services, healthcare, and any customer-facing business. This Tallyfy template guides you through acknowledgment, investigation, resolution, and follow-up - ensuring every complaint is handled consistently with full documentation for compliance and continuous improvement.

7 steps 2 automations

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Process steps

Acknowledge the Complaint

4 hours from previous step

task

Speed matters here - customers need to know you heard them. Send an acknowledgment within 4 hours (same business day at minimum). Use their name, reference the specific issue, and give them a case number. Capture all the details: what happened, when it happened, what they expected vs what they got. The more specific information you gather now, the faster you can resolve things later.

Categorize and Prioritize

8 hours from previous step

task

Not all complaints are equal. A billing error needs different handling than a product defect that affected their business. Categorize by type (billing, product, service, delivery) and severity (critical = business impact, high = frustrated customer, medium = minor issue, low = feedback). This determines who handles it and how fast. Critical issues should go straight to a manager.

Investigate the Root Cause

2 days from previous step

task

Dig into what actually happened. Check order history, support tickets, product logs - whatever helps you understand the full picture. Talk to internal teams if needed. Was this a one-off error or part of a pattern? Understanding the root cause helps you fix it properly and prevents it from happening to other customers.

Propose Resolution to Customer

3 days from previous step

task

Call or email the customer with your proposed solution. Be specific about what you will do, when it will happen, and what they can expect. Own the mistake if it was yours. Offer appropriate compensation if warranted - a refund, credit, free service, whatever makes sense. The goal is to make them feel valued, not just processed.

Implement the Resolution

5 days from previous step

task

Execute what you promised. Process the refund, ship the replacement, apply the credit, fix the bug - whatever the agreed solution was. Confirm completion with the customer. Send them proof where applicable (refund confirmation, tracking number, etc.). Make sure they know the issue has been fully addressed.

Document and Report

6 days from previous step

task

Log everything in your CRM or complaint tracking system. Include the complaint type, root cause, resolution, and any compensation provided. This data is gold for improving your products and processes. Share patterns with product, engineering, or operations teams monthly so they can fix systemic issues.

Follow Up for Satisfaction

14 days from previous step

task

Check back in 7-14 days after resolution. A quick call or email asking if everything is working well shows you genuinely care about their experience. This is also a chance to turn a complainer into a promoter. Happy recoveries often lead to loyal customers who tell others about your great service. Ask for a review if appropriate.