Customer off balanceManulife, a large Canadian insurance company has posted their complaint process on the web for all to see. While the website isn’t pretty, it does provide excellent information. Manulife may not be the best example of a complaint process I have seen, but they are to be commended for having published it for consumers to see.

Elements of a Complaint Handling Process

1.  How to contact the company.

In the case of  Manulife, they have different contact points for their various businesses.

2. The process that will be followed.

In this case, Manulife has 3 different processes depending on the business. That seems a bit strange, but at least it is clear that there are different processes.

3. What the customer can expect.

A description of what the investigation process will entail and how the customer will be told of the solution. I am not too impressed with the process described, as it is snail mail based. All decisions are final but in the snail mail, they tell you how to escalate.

4. A description of the Ombudsman office.

Manulife has an Ombudsman office and its mission is documented on the main website.

5. How to complain to industry organizations.

This is a first. I have never seen this before. If the customer is unhappy after completing the complaint process, Manulife provides a list of list of external resources a consumer can engage to help with the complaint.


Do you publicize your complaint process on the web?

One of my most popular blog articles is the one dealing with how IBM handles complaints. You can read it here.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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