Customer files Customer Acknowledge customers concern and the
complaint with Service logs Type A importance of his/her complaint. Access complaint info Type A or Inform customer that the information is documented B in the complaint database Services in the Complaint Inform customer the complaint response process and Customer complaint Service Dept. database follow up timeline. Remind customer of Access policy when appropriate Give customer complaint ID number. Type B Determine if customer would like a written or phone Acknowledge customers concern and the importance of resolution response. his/her complaint Thank customer for taking the time in Inform customer that the information is documented in communicating the concern to ASI. the complaint database Give customer complaint ID number. Document customer discussion in the complaint module Inform customer that information will be forwarded to the responsible person for investigation and analysis Remind customer of Access policy when appropriate Complaint Response Coordinator (CRC) reviews and Offer alternate solutions to avoid future incident assigns complaint to staff for investigation Thank customer for taking the time in communicating the concern to ASI Staff works with and coordinates with Provider on the complaint investigation Document customer discussion in the complaint module CRC reviews investigation finding and documents analysis
Customer Service Representative responds to customer
Appropriate department with findings and analysis will review and analyze complaint data Close Out the Complaint