How to access the complaints management page

Log into the FMS 5(https://fms.jims.net)  and go to FSE Management>Compliants Management 

Complaints Dashboard

This table shows the list of all complaints including their Date, Complaint ID, Status, Type, Service, Customer name, Customer address,Customer phone, FSE name, FSO name, and actions.

As a default, the list shows "the list of all complaints of your all FSEs since six months ago which you are accountable for handling and ultimately settling them. however, you can use the filter to see the desired list.

Tip: Compliant ID is a unique ID across the complaints management system and its structure is YYMMDDXXXX ( i.e 1903256666). You can follow up and refer to a complaint by its ID and also understand the date of a complaint by looking at the ID. 

Search and Filter

As a default, the list shows "the list of all complaints of your all FSEs since six months ago which you are accountable for handling and ultimately settling them). however, you are able to use the filter to see a particular status including New, Handling, Settled, Escalated, Pending deletion and Deleted; during a customised time span.

In addition you can search by complaint ID or FSE code or FSE name.

View Complaint Detail 

To see the complaint detail, click on this icon   within the Actions Columns in the complaints list.

This page consists of :

• Available actions 
• Complaint detail
• Lead detail
• Relevant complaints (if there were any more complaints about the same job),
• History 

Managing Complaints 

Add Note

To submit a note to FMS regarding the particular complaint ID,  click on  button. 

You can type out your note, upload any file if you'd like and then submit the note to FMS.

Send Message

To send SMS or Email to the customer, Franchisee, divisional manager, and yourself(as cc), you can click on the  .

You can choose how you want the message to be delivered to each recipient. As an example, you can choose to send a message by SMS to customer, and by Email to the franchisee, and by SMS and email to the divisional manager.

Settle Complaint 

After handling the complaint in accordance with the complaints section in the Franchisor Manual, once nothing more needs doing, the complaint is marked as Settled. 

To do this click on  through the actions bar and after adding the settle note, click on the Submit .

In rare situations, when the Franchisee clearly did nothing wrong, you can upload the evidence and choose Not at fault via the dropdown 

Request for Complaint Deletion

If you have clear evidence to show this complaint is wrong, you can upload the proof and send your request to Jim through  to get a review for deletion.

Example of a situation which you can request for deletion:

• If the customer said 'no contact made' and you show the evidence of a phone call and text within the two hours
• If the customer said no quote given and you show the proof of an emailed quote and a follow-up phone call or text
• The client had no problem with the job until the Franchisee chases up the bill
• The Franchisor contacts the client and confirms that the client made a mistake or whatever.

FAQ

What are the statuses of a complaint?

• New 
• Handling ( after adding a note by FSO)
• Escalated ( after receiving the second or more complaint against the same job) 
• Settled 
• Pending deletion (while the Request for deletion is under Jim's review)
• Deleted

What are the complaint types?

Complaints are categorised when they come from email surveys or complaints message. The current categories are:

• Late Call
• Never Call
• Late Turn Up
• Never Turn Up
• No Uniform
• Poor Service regarding job quality
• Arranged but no turn-up
• No Promised-Quote Given
• Rudeness
• Failure to give a proper itemized quote