# Complaint Category

### **Module Guide: Complaint Category**

#### **Module Location**

#### Settings > CRM > Complaint Category

#### **Module Purpose**

#### The **Complaint Category** module is used to create and manage a standard list of complaint types received from customers. Its purpose is to classify each incoming complaint into a specific category (e.g., Packaging Issues, Defective Product, Shipping Issues) so that it can be handled, tracked, and analyzed more effectively by the customer service team.

### **1. Main View (Complaint Category List)**

#### The main page displays all the complaint categories that have been registered in the system.

#### **View Explanation**

- #### **Search Filter**: Allows for a quick search based on the complaint category name.
- #### **List Table**:
    
    
    - #### **Checkbox**: A checkbox to select one or more categories to be deleted.
    - #### **No.**: Serial number.
    - #### **Complaint Category Name**: The descriptive name of the complaint category (e.g., `End User - Product Performance Issues`).
    - #### **Order**: A number that determines the display order of the categories.
- #### **Action Buttons**:
    
    
    - #### **New Complaint Category**: Opens the form to create a new category.
    - #### **Delete**: Deletes the selected categories.

### **2. Add Complaint Category Page**

#### This form is used to add a new complaint category to the master data.

#### **View Explanation**

- #### **Complaint Category Name**: A field to enter the name of the complaint category (required).
- #### **Order**: A dropdown selection to determine the display order.
- #### **Buttons**:
    
    
    - #### **Save**: To save the new category data.
    - #### **Cancel**: To cancel the process.

### **3. Steps to Add a New Complaint Category**

1. #### From the main page, click the **New Complaint Category** button.
2. #### Fill in the **Complaint Category Name** with a clear description (e.g., `Distributor - Late Delivery`).
3. #### Select the appropriate **Order**.
4. #### Click the **Save** button.

### **4. Integrated Workflow & Business Process**

- #### **Service Ticket Management (Ticketing System)**: When the customer service team creates a new ticket for a customer complaint, they will classify the ticket using one of the categories available here.
- #### **Escalation and Assignment**: Complaint categories can be used as the basis for automatic escalation rules. For example, all complaints with the "Defective Product" category could be automatically forwarded to the Quality Control team.
- #### **Root Cause Analysis**: By grouping complaints, management can easily identify problem trends. If many complaints fall into the "Packaging Issues" category, the company knows there is a systemic problem that needs to be investigated in the packaging area.
- #### **Management Reporting**: This data provides powerful reports for management to evaluate overall product and service quality, as well as customer satisfaction.

### **5. Tips & Important Notes**

- #### Use a clear naming scheme to distinguish the source of the complaint, as seen in the example (`End User - ...` vs `Distributor - ...`). This is very helpful for segmenting analysis.
- #### The **Order** field can be used to group similar categories together in the list, making it easier to navigate.
- #### Periodically review the existing categories. Remove categories that are no longer relevant or add new ones as different types of complaints emerge.