Customer Complaint Handling

How you handle a complaint often matters more than the complaint itself. This SOP gives frontline teams a calm, consistent path that acknowledges the customer quickly, investigates fairly, and closes the loop properly.

The agent logs and acknowledges the complaint, investigates, and either resolves it within their authority or escalates to a team lead. After implementing a resolution, they follow up — and if the customer is still unhappy, the flow loops back to investigate further rather than closing prematurely.

Import this template into Essoflo to set your acknowledgement SLAs and escalation rules, connect your helpdesk and CRM, and assign the agent and lead roles.