How To: Create a Comment/Complaint

The Comments / Complaints tab allows you to record customer feedback, notes, issues, and complaints against a customer account.

You can link comments and complaints to specific stock items, assign responsibility to a user, track progress using statuses, and create a corresponding communication log entry where required.

Add a Comment or Complaint

Step 1: Open the Customer Record

  1. Open a Customer screen using (show me how).
  2. Load the required customer record.
  3. Open the [ Detail | CRM | Comments / Complaints ] tab.
  4. Press Alt + E or click the Edit button to enter edit mode.

Step 2: Create a New Entry

  1. Click the Add button located at the top-left of the grid.
  2. If you are recording a complaint, tick the Complaint checkbox.
  3. If you are recording a general comment, leave the checkbox unticked.
If the comment or complaint relates to a stock item:
  1. Click the Stock Lookup button or press F8.
  2. Find and select the required stock item.
  3. Double-click the item or press Enter to add the stock code and description to the entry.

Step 4: Complete the Entry Details

  1. Press F4 in the Status field and select the appropriate status.
  2. If another user is responsible for the item, press F4 in the User field and select the required user.
  3. Press F4 in the Complaint Type field and select the appropriate complaint type, if required.
  4. Enter any additional notes in the free-text area below the selected entry.

Step 5: Create a Communication Log Entry (Optional)

If you would like to record the interaction in the communication log:
  1. Click the Add To Communication Log button.
  2. The [ Customer | Detail | CRM | Communication Log ] tab will open.
  3. Complete the communication log entry as described in How To: Create a Customer Communication Log Entry.

Step 6: Save the Record

  1. Press Ctrl + S or click the Save button.
  2. The comment or complaint will be added to the customer record.

Additional Information

Complaint Types and Statuses

The available Complaint Types and Statuses are maintained in System Data.
When a complaint is linked to a stock item, Khaos Control automatically creates a corresponding record against the item within the [ Stock | Detail | Complaints / Extended ] tab.
This helps maintain a complete history of issues associated with individual products.

Tips

  • Use clear and descriptive notes to make follow-up actions easier.
  • Assign the correct user to help track ownership of complaints.
  • Update the status regularly so the progress of complaints can be monitored.
  • Create a communication log entry when customer contact forms part of the complaint or investigation process.

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