The process of complaints management often consists of resolving individual issues on a case- by- case basis. Yet how many organizations go one step further and actively set out to understand the underlying issues causing their complaints in order to get to the heart of matters affecting business performance?
The concept of Root Cause Analysis consists of identifying the true source of the problem, rather than treating the symptoms over and over again. This paper will outline how Root Cause Analysis strategies and complaint handling tools can be used to raise service levels, fix broken processes, improve satisfaction and loyalty, and ultimately protect and drive future revenues. It outlines a four-step checklist with real-life examples of how organizations have benefited from implementing a process for Root Cause Analysis.