The document describes three different customer complaint workflows: 1) Email complaints received by the eCRM department are acknowledged within 3 business days and escalated to an executive if needed. 2) Complaints on the company's corporate Facebook page are acknowledged within 3 business days and escalated to an executive if needed. 3) Complaints on Twitter are acknowledged within 3 business days and escalated to an executive if needed.

1. Email Flowchart “We’ve
receive
are tak
d your
ing car
email
e of the
r
and we e of ou
situat ion. On u
tact yo
ives will con ”.
execut 3 days
he next
within t
iately
Immed
Angry customer complaints email received in the eCRM
department
Evaluate the complaint and
possible solutions
3 business days
Ask more information if needed
“Sorry” there is nothing we can do
to help (offer a discount or
The solution

2. Corporate Facebook Page Flowchart
Company constantly monitoring “We’ve received your complaint and
corporate Facebook Page Customer complaints in corporate we are taking care of the situation. One
Facebook Page wall of our executives will contact you
within the next 3 days”.
Evaluate the complaint and
possible solutions
3 business days
Ask more information if needed
“Sorry” there is nothing we can do
to help (offer a discount or
The solution

3. Twitter Flowchart
Company constantly monitoring Twitter “We’ve received your complaint and
timeline for mentions we are taking care of the situation. One
Customer complaints through Twitter
of our executives will contact you
within the next 3 days”.
Evaluate the complaint and
possible solutions
3 business days
Ask more information if needed
“Sorry” there is nothing we can do
to help (offer a discount or
The solution