Complaint Resolution

Definition

Complaint resolution is the user support task during which user complaints are handled.

Objectives

The typical objectives of the complaint resolution task are to:

• Register user complaints.
• Analyze user complaints.
• Resolve user complaints.

Preconditions

The complaint resolution task can typically begin when the following preconditions hold:

• The usage phase has begun.
• The user support team has been adequately staffed with user support agents. who are adequately trained and experienced in complaint resolution.

Completion Criteria

The complaint resolution task is typically complete when the following postconditions hold:

• The retirement phase has begun.
• The applications have been retired.

Steps

The complaint resolution task typically involves the following teams performing the following steps in an interative, incremental, parallel, and time-boxed manner:

• User Support Agent(s) of the User Support Team:
  • TBD

Techniques

The complaint resolution task can typically be performed using the following techniques:

• TBD

Work Products

The complaint resolution task typically results in the production of all or part of the following work products:

• User Experience Work Products:
  • Contact Report

Guidelines

• TBD