BBB Complaint Process

by ONELIVE Webmaster
BBB Complaint Processes
  1. Once your log in has been set up by the COO you will receive emails every time a message/complaint is filed in the BBB site and every time your response to a complaint is responded to by the customer.
  2. Click into the email on your personal work email.
  3. Click the Click here to read the message.
  4. Input your email in the box and click “login”
  5. You will be taken to the message from the customer inside the BBB site
    1. You may need to gather information from other departments Read, examine, and gather details about the complaint from the customer
    2. Note:You may need to gather information from other departments
  7. When you are ready to respond to the complaint, click respond at the bottom left of the message page.
  8. Note:
    1. Be sure to check all platforms for information assuring you have all the details of the issue the customer is complaining about.
  9. The page you arrive on will look very similar to an email template; you can attach files pertaining to the case, and write your response to the complaint.
  10. NOTE: YOU ARE REPRESENTING THE COMPANY IN EVERY RESPONSE. BE PROFESSIONAL, COURTEOUS, AND TRUTHFUL.
  11. Write your response using all the information you have gathered.
  12. Click the submit response button at the bottom of the page.
  13. The customer will have an opportunity to respond,
    1. Either accepting the resolution offered in your response
    2. Or declining the resolution, and then give a reason as to why.
  1. If the customer declines the resolution:
    1. You will then need to go back to the departments in which you first gathered the information and discuss options pertaining to the customer-desired resolution.
    2. Involve your manager and if need be upper management to reach an acceptable resolution per our company’s policies.
  2. Once you have this resolution, go back to the BBB message, and repeat the previous two steps.
  3. You will do this until:
    1. The customer accepts the resolution offered in your response.
    2. Or BBB closes the case due to non-response from the customer or deems that we have addressed all the issues with in the complaint even though the customer remains dissatisfied.
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