Customer complaints can negatively impact how your customer views your company. However, by fully solving their problem using 8D or a similar problem solving process, complaints can foster your relationship and build trust.
Consider the following ideas on how a closed loop problem solving process can contribute to improved customer satisfaction.
Show you care
By fulling investigating customer complaints with a closed loop problem solving process like 8D, your customer can see that you care about the issue at hand and are doing everything you can to find the root cause and implement a permanent countermeasure so it will not happen again.
Create a dialogue between sales, quality and the customer
By creating a detailed dialogue with your customer around problems, you can learn more about not only the current problem they're facing but their operations, production schedules, workforce and details about how they use your product. This creates a much better understanding of customer wants, needs and obstacles.
Eliminate repeat problems
This one might be obvious, but since we're problem solving obsessed must mention it! By solving your customers' problems to root cause, you are ensuring that they will not experience it over and over again. This will increase satisfaction with your products and, in turn, you will receive more orders in the future.
Stand out from your competition
By simply providing a formal problem solving document to your customer, you look professional, organized and experienced. This can make you stand out as a world class supplier and one that puts a focus on investigating customer problems.
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