# Customer Complaint Handling Workflow

By Tajah Demo

Topic: Society & Business

[Open the interactive Jig](https://ask.jig.com/j/5rfOCUjePBsX)

## Guide

### 1. A complaint arrives

Sam's new lamp arrived broken, and Sam is upset\. Sam sends a message to the service centre\. It lands in the agent's inbox as a ticket: a record of who wrote, when, how, and what went wrong\.

Complaints arrive by phone, email, chat and social media\. Every one becomes a ticket so nothing gets lost\.

### 2. Saying "we got it"

First, the customer hears back quickly\. A short reply says the message arrived and when to expect a full answer\. Knowing someone is on it already calms worry\.

A live chat often gets a human reply within about two minutes\. An automatic "we got your message" is helpful, but it is not yet a real answer\.

### 3. Sorting with AI help

The AI assistant reads the ticket and tags it: the topic, how urgent it is, and how upset the customer sounds\. The tagged ticket moves to the Sorted column on the board, ready for the right person\.

The AI suggests; people decide\. Sensitive or tricky cases always go to a human\.

### 4. Listen to the whole story

The agent picks up the ticket and reads everything Sam wrote, without rushing to a fix\. Listening first shows respect, and often reveals what the customer really needs\.

A helpful memory aid is HEARD: Hear, Empathize, Apologize, Resolve, Diagnose\.

### 5. Empathy comes first

Before any fix, the agent names the feeling and says sorry, without excuses\. Press the button to send Sam a kind reply, and watch the mood gauge rise\.

A customer who does not feel heard may reject even a correct answer\.

### 6. AI suggests, the human decides

The AI assistant offers draft replies and finds the right help article\. The agent picks the best draft and adds a personal touch\. The human stays in charge of the conversation\.

In a study of over 5,000 support agents, an AI reply helper raised problems solved per hour by about 14%, and by about 34% for newer agents\.

### 7. Fix the problem

The agent says exactly what will happen and by when: a replacement lamp is on its way\. Sam's new lamp arrives and glows, and the ticket moves to Solved\.

If a problem is beyond the agent's power, it is passed to a specialist\. That is not failure; it is getting the right expert\.

### 8. Follow up and learn

The team checks that Sam is happy and asks for a quick rating\. Then they look for the root cause: thin packaging\. Better boxes mean fewer broken lamps, so fewer complaints next month\.

Every complaint is useful information\. Fixing the cause helps the next customer too\.