Rearrange the steps below into the correct/logical sequence. Draw a flow chart using the correct/logical sequence.
13 STEPS (NOT IN SEQUENCE)
• If verbal, apologize to client.
If written complaint, send client an acknowledgement of complaint received.
Refer complaint to correct staff member/supervisor.
• Rectify reason why complaint occurred.
Record the verbal complaint, as well as the solution offered.
• Identify possible solutions.
• Find solution to verbal complaint.
• Record the complaint and solution.
• Investigate complaint
• Follow up with client and receive feedback.
• Receive complaint either verbally or in writing.
• Implement the plan - solving of complaint.
• Communicate with client to discuss alternative solutions.