Complaint Handover, Documentation & Escalation

Some complaints can be solved immediately.

Others need help from:

• a supervisor
• another department
• accounts
• management
• a technical employee
• security
• another authorized person

When a problem needs to move to someone else, the customer should not feel as though the business has forgotten them.

Poor Handover

The customer reaches accounts.

Accounts says:

The customer explains everything again.

Accounts sends the customer somewhere else.

Nobody owns the issue.

Better Handover

Where possible, the employee should:

• record the customer’s name
• record contact details if needed
• summarize the issue
• record relevant transaction/order information
• note what has already been checked
• note what was promised
• state who is taking over
• state the next expected action or update

Why Documentation Matters

A written record helps prevent:

• forgotten promises
• different employees giving conflicting answers
• the customer repeating the story repeatedly
• disputes about what was said
• complaints disappearing between departments

Nigeria’s Federal Competition and Consumer Protection Commission (FCCPC) complaint process similarly emphasizes receiving, assigning, investigating, tracking, resolving and concluding complaints, with documentation helping resolution.

When Should You Escalate?

Escalate when:

• you do not have authority to resolve the issue
• the complaint involves a serious financial problem
• there is a safety concern
• there is a threat or risk of violence
• fraud or suspected fraud may be involved
• a customer requests something outside your authority
• the same problem keeps recurring
• you are unsure of the correct action
• the matter could significantly affect the business or customer